Cette offre est lié au département Customer success
Mots clés:
Customer Success
Operations
Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications(e)Headquartered in Paris, we have a factory in Vierzon and offices in Montpellier, Grenoble, London, Portland, New York, and Singapore(e)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(e)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(e)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(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, 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.