Customer Support Specialist - Accounting (m/f/d) for Germany
Do you want to influence the daily lives of millions of entrepreneurs in Germany (and soon in Europe)? Are you looking for a work environment that values trust, proactivity, and autonomy? Do our Company Values https://www.pennylane.com/fr/careers align with your vision? Then Pennylane is the right place for you!
Our Vision
We want to become the most popular financial operating system for SMEs (small and medium-sized enterprises) and accounting firms.
We help entrepreneurs free themselves from time-consuming tasks related to accounting and finance, while simultaneously providing them with access to important financial information to make the best decisions for their business.
About us
Pennylane is one of the fastest-growing fintechs in France (and now also in Germany!).
In 5 years of our existence, we have achieved the following:
💻 We have made a name for ourselves as groundbreaking accounting and finance software for small businesses and their accountants.
💰 We have raised a total of 225 million euros, including from Sequoia, the famous fund from Silicon Valley that invested early in companies like Google, Facebook, Airbnb, Stripe, Paypal and many more...
👨👩👧👦 We have grown from 7 co-founders to 900 satisfied Pennylaners: today we are considered one of the best places to work in France (including remote), with a rating of 4.6/5 on Glassdoor.
🌍 We have built an international environment with more than 25 nationalities, with a strong remote-friendly culture, where 30% of employees already work from all parts of Europe.
🤝 We have gained the trust of thousands of customers and auditing firms and received excellent ratings.
🚀 Already more than 900,000 SMEs (small and medium-sized enterprises) and over 5,000 auditing firms use Pennylane in France!
As a member of the Customer Support Team, you are responsible for
supporting the users of our software. You will take on answering
questions and feedback, accompany them in the effective use of our tool and
help them solve bugs and problems.
Your tasks:
- Supporting tax advisors and their clients during onboarding
and the use of the tool via chat and telephone.
- Ensuring proper follow-up of requests until the
complete resolution of tickets and ensuring
user satisfaction.
- Proactively approaching users to identify satisfaction and needs, as well as contacting users after they
leave Pennylane.
- Identifying bugs in the tool.
- Diagnosing and solving problems that users have, based on a
thorough understanding of accounting principles.
- Collaborating with technical teams in processing bugs through
clear and structured escalation of problems.
- Close collaboration with various teams, such as developers,
Product Manager, Account Manager, Sales
- Identifying potential product improvements.
- Keeping product knowledge up to date through active use of the
tool and following internal communication regarding product updates
- Supporting the integration and competence development of new
team members through various formats, sharing best practices
and promoting mutual support within the team.
What you bring to the table
- Completed training as a tax assistant (Steuerfachangestellter), tax specialist (Steuerfachwirt), or in a related field
- Experience: 1-2 years of professional experience in accounting, Accounting, taxes, or a similar customer-oriented role in a firm environment or alternatively in the SaaS or Fintech sector.
- Industry knowledge: A deep understanding of the needs of companies and/or tax advisors regarding finance, invoicing, and accounting is necessary.
- Soft Skills: Strong communication skills, empathy, and a talent for explaining complex matters simply.
- Hands-on mentality: As part of an early-stage team in Germany, you are proactive, solution-oriented, and ready to help shape processes from the ground up.
- Willingness to travel: For onboarding at the Paris HQ and for regular visits to our customers within Germany (approx. 1 time per month)
- Languages: Business fluent German (C2 level or native speaker) and fluent English (for collaboration with the international team).
What we do to make your working life better
🏢 You can work remotely from your place of residence, as long as it is in Germany. Regular work from other European countries is possible if the time difference to CET (Central European Time) is a maximum of two hours.
🌴 Regardless of where you are based, you will receive 30 paid vacation days from Pennylane. 💵 You will receive a competitive compensation package.
📈 You will receive company shares to benefit from the success that you build together with us.
🏡 You will receive a budget to turn your home into a more comfortable workspace, as well as a monthly allowance to work in a coworking space whenever you want. In Berlin, we have an office that can be used regularly.
🇬🇧 You will get access to Busuu to perfect your English or French.
💻 You will receive the latest Apple equipment.
🎉 We value regular joint events such as our Tech Days (which bring remote Pennylaners together every 3 months) or our annual company seminar, to create important moments of cohesion for everyone.
Who we are looking for
To be successful at Pennylane, you need:
- English skills (the level will be assessed and evaluated depending on the department you are applying for).
- Enthusiasm for a constantly changing work environment.
- High willingness to cooperate (within your team or with other stakeholders).
- Sufficient experience to align your daily tasks with business priorities.
We know that some people are more hesitant to apply if they feel they do not meet the entire list of criteria. If you are unsure, we encourage you to apply anyway: who knows, maybe it is the beginning of a meaningful and long-term collaboration.
We also want to emphasize that we fully support diversity, equality, and inclusion and do our best to create a safe and inclusive environment. We are committed to ensuring equal employment opportunities regardless of gender, sexual orientation, origin, disability, or other characteristics that make you who you are. On the contrary, diversity makes us an even better workplace.
🇫🇷 Données personnelles
Pennylane traite vos données pour gérer votre candidature et évaluer votre adéquation au poste. Si votre candidature n’aboutit pas, vos données peuvent être conservées 2 ans à compter de notre dernier échange ou de la clôture du recrutement afin de constituer & gérer un vivier de candidats. Vous pouvez vous opposer à tout moment et demander la suppression de vos données en écrivant à : dpo@pennylane.com. dpo@pennylane.com Notre data policy https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement
🇬🇧 Personal Data
Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to dpo@pennylane.com. Learn more https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement
🇩🇪 Personenbezogene Daten
Pennylane verarbeitet Ihre Daten, um Ihre Bewerbung zu bearbeiten und Ihre Eignung für die Stelle zu beurteilen. Sollte Ihre Bewerbung nicht erfolgreich sein, können Ihre Daten bis zu 2 Jahre ab unserem letzten Austausch oder dem Abschluss des Rekrutierungsverfahrens gespeichert werden, um einen Kandidatenpool aufzubauen und zu verwalten. Sie können jederzeit Widerspruch einlegen und die Löschung Ihrer Daten beantragen, indem Sie an dpo@pennylane.com schreiben. Mehr erfahren https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement
🇪🇸 Datos personales
Pennylane trata sus datos para gestionar su candidatura y evaluar su idoneidad para el puesto. En caso de que su candidatura no sea seleccionada, sus datos podrán conservarse hasta 2 años a partir de nuestro último contacto o de la finalización del proceso de selección, con el fin de constituir y gestionar una reserva de candidatos. Puede oponerse en cualquier momento y solicitar la eliminación de sus datos escribiendo a dpo@pennylane.com. Más información https://www.pennylane.com/fr/vos-donnees-personnelles-recrutement