Customer Support Team Lead



Customer Service
Paris, France
Posted on Wednesday, May 15, 2024
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 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: Annual company outing for Ledgerdary Days, plus frequent social events, snacks and drinks
  • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
  • Well-being: Personal development, coaching & fitness with our dedicated partners.
  • Vacation: Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days
  • 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.
#LI-Hybrid #LI-AS