Customer Support Team Leader

Ledger, with the ambition of providing the best Customer Support in the world, is looking for a Customer Support Team Leader.Your goal will be to lead your team of agents on a daily basis towards the achievement of its objectives in a motivating environment.
With a direct impact on customer experience and the renown of the company, your talent will join a growing team within a fast paced environment.

Missions

• Managing the day-to-day activities of the team.
• Motivating the team to achieve targets (daily, monthly).
• Developing and implementing a timeline to achieve individual targets.
• Delegating tasks to team members when applicable.
• Conducting training of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting biannual performance reviews, also regular 1:1 meetings to get and provide feedback to your team members.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team.
• Organizing and actively participating in team meetings (daily, weekly) and presentations.
• Reporting on performances of the team to top management.

During your studies and your previous experiences, you had the opportunity to participate to dynamic projects:

Requirements

• 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 hands-on problem solver.
• You are a great listener You care about the feedback you receive from your team members and peers.
• You’re good at providing clear and constructive feedback.
• Proficiency in Gsuite and Pack office tools
• Interest in working with a support desk and ticketing tools to create and track incident tickets (Zendesk is a plus).
• Understanding the cryptocurrencies or blockchain environment

In return you will

• Work in an international and dynamic environment
• Join one of the fastest growing technology companies in Europe
• Flat hierarchy and co-operative working atmosphere

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 conferencesInternal talks, technical meetups and hackathons
• High performance office equipmentC
• omprehensive health insurance policy offering extensive medical, dental and vision care coverage
• Meal Vouchers with Swile (ex Lunchr)A
• nnual company outing for Ledgerdary Days plus infrequent parties, snacks and drinks
• Employee discount on Ledger products

Ledger guarantees equity for all during the recruitment process, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.