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 goal will be to deliver high-impact projects that will make a difference in the experience of Ledger’s customers but also your Customer Success teammates.
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:
- Develop process improvements to meet customer needs (providing timely and accurate responses to their inquiries, acting proactively...).
- Maintain and update a database of project related documents (diagrams, process maps...).
- Track and monitor project execution to make sure the customer requirements are met.
- Manage effective project implementation and delivery to ensure customer satisfaction.
- Coordinate internal resources and third parties/vendors for the flawless execution of projects.
- Ensure that all projects are delivered on-time, within scope and within budget.
- Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
- Establish and maintain relationships with third parties/vendors.
Required qualifications:
- 3-5 years of experience in project management for a customer-facing Ops team (preferably in B2C)
- Excellent client-facing and internal communication skills
- Be a crypto enthusiast (important)
- Outstanding 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
- Strong organizational and decision-making skills
- 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
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.