Customer Support Team Lead
Ledger
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
What we're looking for
- 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
What's in it for you?
- 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.