About the company
Founded in Paris in 2014, LEDGER is a global platform for digital assets and Web3. Ledger is already the world leader in Critical Digital Asset security and utility. With more than 6M devices sold to consumers in 200 countries and 10+ languages, 100+ financial institutions and brands as customers, 20% of the worldās crypto assets are secured, plus services supporting trading, buying, spending, earning, and NFTs. LEDGERās products include: Ledger Stax, Nano S Plus, Nano X hardware wallets, LEDGER Live companion app, [ LEDGER ] Market, the worldās first secure-minting and first-sale distribution platform, and Ledger Enterprise. With its ease of use, LEDGER allows a user to begin investing in digital assets and ultimately, achieve financial freedom in a safe and stress-free environment.
Job Summary
Your mission
šDevelop and implement comprehensive strategies for the Customer šSupport department to achieve and exceed key performance indicators (KPIs) and customer satisfaction goals šDirectly manage Customer Support Specialists, providing guidance, support, and oversight to ensure effective team operations and alignment with departmental objectives šExercise autonomy in making decisions that affect the operations and success of the Customer Success department šPlay a pivotal role in deciding hiring needs, conduct interviews, and make hiring decisions šEnsure the efficiency and effectiveness of customer success operations through process improvement, resource allocation, and technology utilization šOversee and manage high-level customer escalations, ensuring issues are resolved in a manner that upholds the companyās reputation and customer satisfaction šIdentify development opportunities for the Customer Support team and implement training programs, mentoring, and coaching to enhance team capabilities šAct as a key liaison between the Customer Success department and other departments within the company šCommunicate departmental updates, challenges, and achievements to senior management šUtilize data and analytics to drive decisions, assess team performance, and identify areas for improvement
What we're looking for:
šProven experience in a leadership role within Customer Support or a similar department, with a strong track record of achieving results. šA genuine desire to learn about Web3, cryptocurrencies and other blockchain-based assets šExcellent decision-making, strategic planning, and problem-solving skills. šPrevious experience coaching and mentoring other team members in order to improve their hard and soft skills šDeep understanding of customer success metrics, data analysis, and performance reporting šStrong communication and listening skills - to provide clear and constructive feedback to your team members and peers šExperience with CRM systems, customer service software, and technology solutions that support customer success
