Customer Support Specialist (Fintech B2B) - Spain Launch Team

Pennylane offers you the opportunity to grow within a rapidly expanding company. Here, your experience will directly contribute to helping entrepreneurs regain control of their finances. Discover a place where your skills will be valued and where you can shape the future of financial management.

Context of the Role

Pennylane is launching its activity in Spain with a PYMES-first strategy centered on Verifactu, leveraging the 2027 regulatory window while maintaining the long-term ambition of building a full accounting production platform. This role is part of the initial launch team in Spain and will be key to delivering an excellent experience as we scale adoption among Spanish-speaking SMEs and prescribers (including consultancies/management firms). The person will contribute to building the foundations of local support in coordination with HQ teams.

Main Responsibilities

• Manage support tickets in Spanish via chat and phone, ensuring clear, fast, and effective responses, and contributing to the definition of SLAs and their continuous improvement.
• Investigate product usage incidents, identify root causes, and coordinate escalations with HQ teams (Product/Engineering) when necessary.
• Conduct onboarding and training sessions (initially “one-to-many” sessions) to accelerate product adoption and reduce recurring questions.
• Create and maintain a knowledge base in Spanish (articles, FAQs, internal macros), in collaboration with HQ, to improve self-service and reduce ticket volume.
• Maintain a strong feedback loop toward the product: synthesize patterns, share actionable insights, and propose improvements for the customer experience.
• Help define and document support processes in Spain (prioritization, workflows, quality standards, tool practices) with a scaling mindset.
• Contribute to the growth strategy of support in Spain, with possible evolution to a first team lead/manager role for profiles interested in leadership.

Profile Sought

• 3–5+ years of experience in customer support in fintech B2B (or similar SaaS), with high autonomy.
• Familiarity with accounting processes and/or experience with consultancies/management firms.
• 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 (webinars, group sessions) and explain complex topics simply.
• Product mindset: curiosity to understand the “why” and proactivity to improve the experience.
• Ability to work in a launch context with ambiguity and to build processes pragmatically.

What We Can Offer You

• 25 paid vacation days by Pennylane, plus 5 additional Rest & Relax days offered by the company.
• Flexible compensation: access to tax-advantaged benefits for meals, transportation, childcare, and professional training via Alan Flex.
• Health insurance: you will have Alan health insurance, with the standard plan fully funded by Pennylane.
• Receive Pennylane stock options, so you can participate in the success of the company you are helping to build.
• Budget to make your home workspace more comfortable, plus a monthly allowance for coworking space when desired.
• Receive latest-generation Apple equipment.
• Depending on the team and role requirements, you can work remotely from your country of residence, as long as it is in Europe and within a maximum two-hour time difference from CET.
• Regular company events, such as Tech Days (every three months) and our annual seminar, to foster team cohesion.