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Customer Support Team Lead
at Ledger
2 months ago | 389 views | 3 applications

Customer Support Team Lead

Per year
$72,000 To $102,000

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 world’s crypto assets are secured, plus services supporting trading, buying, spending, earning, and NFTs. LEDGER’s products include: Ledger Stax, Nano S Plus, Nano X hardware wallets, LEDGER Live companion app, [ LEDGER ] Market, the world’s 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

📍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

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