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Operations Manager – Customer Success

Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. Headquartered in Paris, we have a factory in Vierzon and offices in Montp

Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. Headquartered in Paris, we have a factory in Vierzon and offices in Montpellier, Grenoble, London, Portland, New York, and Singapore. Today, we’re a team of 500+ professionals, developing the products and services to safeguard cryptocurrency assets for individuals and companies alike – including our hardware wallets already sold to more than 4 million customers in 165 countries.
The Customer Success Operation team is growing! In order to continuously improve the efficiency of our best care on WEB3.0, we are recruiting and creating a dedicated position in France. Your objective will be to support the Care teams in their needs and the optimization of their process and their dedicated tools on a daily basis.
If you want to evolve in the future of our world through the web 3.0 & you like to work in a transversal way … this job is for you!
You will be reporting directly to the Head of Support Services for the Customer Success team.


In this role, you will:

    • Be part of the newly founded team CS support services.
    • Create, optimize and implement new processes.
    • Be responsible for executing on the day-to-day configuration of Care tools on Sprinklr, & others tools.
    • Build a relationship of trust with agents & team leaders and transform their feedback and challenges into projects or actions.
    • Identify potential improvements in the path of the customer journey.
    • Respond to support requests from teams on tools or processes.
    • Promote the adoption of these tools, and ensure that best practices are followed locally.
    • Participate in the maintenance of dashboards and tracking reports of the activities.
    • Share your knowledge, progress and challenges with all team.
    • Participate in the development of the global roadmap of customer success.


Required qualifications:

    • Data driven
    • You’re extremely rigorous, you pay great attention to details
    • Excellent client-facing and internal communication skills
    • Being a crypto enthusiast is a plus
    • Outstanding dedication to provide exceptional customer care
    • Ability to understand and learn about hardware and software products
    • You are fluent in English
    • Strong organizational and decision-making skills
    • You are a team player. You are able to take requests, consult with your peers, brainstorm and seek advice or escalate an issue when necessary
    • You are a problem solver and a doer
    • You are a great listener. You care about the feedback you receive from your team members and peers. You’re as good at providing clear and constructive feedback
    • Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPT, Confluence, Atlassian, Notion,Zendesk…


Benefits:

    • Competitive compensation package and ESOP according to the Company policy
    • Flexible working hours, remote-friendly environment
    • Strong focus on personal development including internal/external trainings and attendance to conferences
    • Internal talks, technical meetups and hackathons
    • High performance office equipment
    • Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
    • Meal Vouchers with Swile (ex Lunchr)
    • Annual company outing for Ledgerdary Days plus infrequent parties, snacks and drinks
    • Employee discount on Ledger products

Ledger guarantees equal opportunity for all during the recruitment process, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.
Développer

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