Customer Support Specialist - Accounting

About This Role

This customer support role focuses on accounting, influencing the daily lives of millions of entrepreneurs in Germany and soon across Europe. Working in an environment that values trust, proactivity, and autonomy, you will support users of the company's software, answering questions, providing guidance on effective tool usage, and resolving bugs and issues.

Responsibilities

• Support tax advisors and their clients with onboarding and tool usage via chat and phone
• Ensure proper follow-up on inquiries until tickets are fully resolved, guaranteeing user satisfaction
• Proactively approach users to identify satisfaction and needs, and contact users who leave Pennylane
• Identify bugs in the tool
• Diagnose and solve user problems based on a solid understanding of accounting principles
• Collaborate with technical teams on bug resolution through clear and structured escalation of issues
• Work closely with various teams, such as developers, product managers, account managers, and sales
• Identify potential product improvements
• Keep product knowledge up to date by actively using the tool and following internal communication on product updates
• Support the integration and skill development of new team members through various formats, sharing best practices, and fostering mutual support within the team

Requirements

• Completed training as a tax clerk, certified tax specialist, or in a related field
• 1-2 years of professional experience in accounting, taxes, or a similar customer-oriented role in a law firm environment, or alternatively in the SaaS or Fintech sector
• Deep understanding of the needs of companies and/or tax advisors regarding finance, invoicing, and accounting
• Strong communication skills, empathy, and a talent for explaining complex matters simply
• Proactive, solution-oriented, and ready to help shape processes from the ground up as part of an early-stage team in Germany
• Willingness to travel for onboarding at the Paris HQ and for regular client visits within Germany (approx. once a month)
• Proficient German language skills (C2-level or native speaker) and fluent English skills (for collaboration with the international team)
• English language skills (level will be assessed depending on the department you apply 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

Benefits

• 30 paid vacation days
• Competitive compensation package
• Company shares to benefit from shared success