Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications(e)Headquartered in Paris, with offices in Vierzon, New York and Singapore, Ledger has a team of 200+ professionals developing products and services to safeguard cryptocurrency assets for individuals and companies.
With the ambition of providing the best Customer Support in the world, we are looking for a Customer Support Team Leader(e)Your goal will be to lead your team of agents on a daily basis towards the achievement of its objectives in a motivating environment.
Your responsibilities
- Manage the day-to-day activities of the team.
- Motivate the team to achieve targets (daily, monthly).
- Develop and implement a timeline to achieve individual targets.
- Delegate tasks to team members when applicable.
- Conduct training of team members to maximize their potential.
- Empower team members with skills to improve their confidence, product knowledge, and communication skills.
- Conduct biannual performance reviews, also regular 1:1 meetings to get and provide feedback to your team members.
- Contribute to the growth of the company through a successful team.
- Create a pleasant working environment that inspires the team.
- Organize and actively participate in team meetings (daily, weekly) and presentations.
- Report on performances of the team to top management.
Required qualifications
- 3-year leadership experience in Customer Service or Call center environment.
- In-depth knowledge of developing and utilizing performance metrics.
- Be a crypto enthusiast (important).
- Outstanding customer service skills and dedication to provide exceptional customer care.
- Ability to understand and learn about hardware and software products.
- The ideal person will possess outstanding written and verbal skills in English, another language is a plus.
- Strong organizational and decision-making skills to give the team direction.
- You are a problem solver and a doer(e)You’re more than willing to help your teammates in operations when need be.
- You are a great listener(e)You care about the feedback you receive from your team members and peers(e)You’re as good at providing clear and constructive feedback.
- Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPT.
- Interest in working with a support desk and ticketing tools to create and track incident tickets (Zendesk is a plus).
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(e)
- Comprehensive health insurance policy offering extensive medical, dental and vision care coverage(e)
- Meal Vouchers with Swile (ex Lunchr)(e)
- 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.