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Pennylane is a high-growth fintech company focused on financial management software for European SMEs. The company has raised €400M from top-tier investors including Sequoia and has grown from 7 founders to over 1,000 employees across 25 countries in 5 years. Pennylane is now launching in Spain with a strategy focused on SMEs and accounting firms, leveraging regulatory opportunities around Verifactu in 2027.
This role is part of the initial launch team in Spain and is critical to delivering excellent customer support as the company scales adoption among Spanish-speaking SMEs and accounting advisors. You will be the foundation of local support operations, working in coordination with headquarters teams.
Key Responsibilities:
- Manage support tickets in Spanish via chat and phone, ensuring clear, fast, and effective responses while contributing to SLA definition and continuous improvement
- Investigate product usage issues, identify root causes, and coordinate escalations with HQ teams (Product/Engineering) as needed
- Deliver onboarding and training sessions (initially group sessions) to accelerate product adoption and reduce recurring questions
- Create and maintain a Spanish-language knowledge base (articles, FAQs, internal macros) in collaboration with HQ to improve self-service and reduce ticket volume
- Maintain a strong feedback loop to product: synthesize patterns, share actionable insights, and propose improvements to customer experience
- Help define and document support processes in Spain (prioritization, workflows, quality standards, tool practices) with a scaling mindset
- Contribute to the support growth strategy in Spain, with potential evolution to a team lead/manager role for those interested in leadership
Requirements:
- 3–5+ years of customer support experience in B2B fintech or similar SaaS, with high autonomy
- Familiarity with accounting processes and/or experience with accounting firms/advisors
- Fluent Spanish (native level ideal) and solid professional English to collaborate with HQ and document
- Structured troubleshooting approach: able to investigate, prioritize hypotheses, and communicate progress clearly
- Comfort with chat and phone support, balancing speed, quality, and empathy
- Excellent written communication skills: able to write clear, user-oriented support content
- Ability to facilitate training/onboarding sessions (webinars, group sessions) and explain complex topics simply
- Product mindset: curiosity to understand the "why" and proactivity to improve customer experience
- Ability to work in a launch context with ambiguity and build processes pragmatically
