Customer Support Team Manager
Paris, France
Go to Market – Customer Support /
Permanent contract / CDI /
Hybrid
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 looking for a Customer Support Team Manager to join our Customer Support department!
Reporting into the Customer Support Director, the Team Manager will lead a team of agents on a daily basis towards the achievement of their objectives. You will have a direct impact on customer experience and the reputation of the company.
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 Team Leads (if the size of your team requires such an organization), providing guidance, support, and oversight to ensure effective team operations and alignment with departmental objectives
- Play a pivotal role in deciding hiring needs, conducting interviews, and making hiring decisions
- Ensure the efficiency and effectiveness of customer support 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 needs and opportunities for the Customer Support team. Implement training programs, mentoring, and coaching to enhance team capabilities.
- Act as a key liaison between the Customer Support 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 track record of achieving results
- A genuine desire to learn about Web3, cryptocurrencies and other blockchain-based assets
- Outstanding customer service skills as well as interpersonal abilities
- Excellent decision-making, strategic planning, and problem-solving skills
- A real team player, with the ability to coach and mentor other team members in order to improve their skills
- Deep understanding of customer support metrics, data analysis, and performance reporting
- Strong communication skills which you will use to keep the team informed and to share key messages in a clear, motivating and understandable way
- You listen well, and 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
