Customer Success Quality Specialist
il y a 1 semaine
**We're making the world of digital assets accessible and secure for everyone.**
**Join the mission.**
Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world's crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in UK, US, Switzerland and Singapore, Ledger has a team of more than 500 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets - including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.
With the ambition of providing the best Customer Support in the world, we are looking for a Customer Success Quality Specialist to play a crucial role in ensuring exceptional service delivery across all customer touchpoints.
**This position is open in all locations where we have a support presence - specifically Paris, Portland, and London**
**Your missions**:
- Monitor and evaluate customer interactions across all channels to ensure quality standards are consistently met
- Compile performance data at both team and individual levels using quality monitoring systems
- Identify trends and patterns to help improve customer experience
- Provide actionable feedback to team members to enhance their performance
- Assist in designing and implementing quality monitoring processes
- Support calibration sessions with stakeholders to ensure consistency in evaluation
- Help prepare internal quality reports with meaningful insights
- Collaborate with other departments to optimize customer experience
- Contribute to continuous improvement initiatives based on quality findings
**What we're looking for**:
- 1-2 years experience in Quality Assurance, Customer Service, or related field
- Strong attention to detail and analytical skills
- Excellent understanding of customer service principles
- Outstanding written and verbal communication skills in English; additional languages are a plus
- Ability to provide constructive feedback in a positive manner
- Experience with CRM systems and quality management tools is advantageous
- Self-motivated with good time management skills
- Adaptability to work in a fast-paced environment
- Understanding of cryptocurrencies or blockchain environments is mandatory
- **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
- **Medical**: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
- **Well-being**: Personal development, coaching & fitness with our dedicated partners
- **Vacation**: Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) days
- **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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