Ledger is first and foremost a customer-centric company. We build solutions for our customers and continually use their feedback to improve our products and keep growing. As the Customer Support Team Lead, you’ll lead a team of Customer Support Specialists and ensure they’re achieving objectives and continually providing the best customer experience.

Your mission

• Develop and implement comprehensive strategies for the Customer Support department to achieve and exceed key performance indicators (KPIs) and customer satisfaction goals
• Directly manage Customer Support Specialists, providing guidance, support, and oversight to ensure effective team operations and alignment with departmental objectives
• Exercise autonomy in making decisions that affect the operations and success of the Customer Success department
• Play a pivotal role in deciding hiring needs, conduct interviews, and make hiring decisions 
• Ensure the efficiency and effectiveness of customer success operations through process improvement, resource allocation, and technology utilization
• Oversee and manage high-level customer escalations, ensuring issues are resolved in a manner that upholds the company’s reputation and customer satisfaction
• Identify development opportunities for the Customer Support team and implement training programs, mentoring, and coaching to enhance team capabilities
• Act as a key liaison between the Customer Success department and other departments within the company
• Communicate departmental updates, challenges, and achievements to senior management
• Utilize data and analytics to drive decisions, assess team performance, and identify areas for improvement
• Proven experience in a leadership role within Customer Support or a similar department, with a strong track record of achieving results.
• A genuine desire to learn about Web3, cryptocurrencies and other blockchain-based assets
• Excellent decision-making, strategic planning, and problem-solving skills.
• Previous experience coaching and mentoring other team members in order to improve their hard and soft skills
• Deep understanding of customer success metrics, data analysis, and performance reporting
• Strong communication and listening skills - to provide clear and constructive feedback to your team members and peers
• Experience with CRM systems, customer service software, and technology solutions that support customer success
• Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
• Flexibility: A hybrid work policy
• Social: Frequent social events, snacks and drinks in our Holborn office
• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
• Well-being: Personal development, coaching & fitness with our dedicated partners
• Vacation: 28 days of paid leave per year, in addition to national holidays
• High tech: Access to high performance office equipment and gadgets, including Apple products
• Transport: Ledger reimburses part of your preferred means of transportation
• Discounts: Employee discount on all our products.

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. 

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