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.

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