Data Analyst, Customer Success

Ledger is one of the fastest growing tech companies in France, part of the Next40, and already a global leader in crypto asset security. Within the Data Team, working closely with the Customer Success team, the Data Analyst will in charge of extracting meaningful insights and recommendations leveraging data and technology.
You will be working in a fast moving environment: the scope of customer success team is as wide as the product is touching topics such as NFT, Swap, Staking, Debit card but also e-commerce.

Your responsibilities

• Analyze customer success tickets trends and social media to gain actionable insightsIdentify early signals of an emerging problem and make recommendations to take rapid actions,
• Analyze Product return management process & fraud patterns,
• Make data driven recommendations regarding customer success agent training plan based on Customer satisfaction by topics or individual performance most notably,
• Work closely with global head of customer success & workforce manager to optimize and forecast resource management,
• Bring actionable insights to lower the number of tickets per order or active user leveraging analytics on FAQ, chatbot, …
• Create and deliver presentations to synthesize complex ideas into actionable recommendations,
• Run analysis on various projects to ensure decisions are data driven.

Required qualifications

• Previous experience in data analytics,
• Data driven and business oriented individual,
• Proficiency with SQL,
• Solid knowledge of data visualization tools, Tableau is a plus,
• Excellent organizational and time management skills,
• Fluency in English,
• Knowledge of the crypto market us a plus,
• Familiarity with customer success operations is a plus.

Benefits

• Join one of the fastest growing technology companies in Europe
• 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.