Customer Support Team Lead

Paris, France
Go to Market – Customer Support /
Permanent contract / CDI /
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