We're making the world of digital assets accessible and secure for everyone.Join the mission.
Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.
Ledger is first and foremost a customer-centric company. We build solutions for our customers and continually use their feedback to improve our products and keep growing. As the Customer Support Team Lead, you’ll lead a team of Customer Support Specialists and ensure they’re achieving objectives and continually providing the best customer experience.
Your mission
* Develop and implement comprehensive strategies for the Customer Support department to achieve and exceed key performance indicators (KPIs) and customer satisfaction goals
* Directly manage Customer Support Specialists, providing guidance, support, and oversight to ensure effective team operations and alignment with departmental objectives
* Exercise autonomy in making decisions that affect the operations and success of the Customer Success department
* Play a pivotal role in deciding hiring needs, conduct interviews, and make hiring decisions
* Ensure the efficiency and effectiveness of customer success operations through process improvement, resource allocation, and technology utilization
* Oversee and manage high-level customer escalations, ensuring issues are resolved in a manner that upholds the company’s reputation and customer satisfaction
* Identify development opportunities for the Customer Support team and implement training programs, mentoring, and coaching to enhance team capabilities
* Act as a key liaison between the Customer Success department and other departments within the company
* Communicate departmental updates, challenges, and achievements to senior management
* Utilize data and analytics to drive decisions, assess team performance, and identify areas for improvement
What we're looking for
* Proven experience in a leadership role within Customer Support or a similar department, with a strong track record of achieving results.
* A genuine desire to learn about Web3, cryptocurrencies and other blockchain-based assets
* Excellent decision-making, strategic planning, and problem-solving skills.
* Previous experience coaching and mentoring other team members in order to improve their hard and soft skills
* Deep understanding of customer success metrics, data analysis, and performance reporting
* Strong communication and listening skills - to provide clear and constructive feedback to your team members and peers
* Experience with CRM systems, customer service software, and technology solutions that support customer success
What's in it for you?
* Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
* Flexibility: A hybrid work policy
* Social: Frequent social events, snacks and drinks in our Holborn office
* Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
* Well-being: Personal development, coaching & fitness with our dedicated partners
* Vacation: 28 days of paid leave per year, in addition to national holidays
* High tech: Access to high performance office equipment and gadgets, including Apple products
* Transport: Ledger reimburses part of your preferred means of transportation
* Discounts: Employee discount on all our products.
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.
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