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Ledger
Ledger

Data Analyst, Customer Success

CDI
Paris
Salaire : Non spécifié
Télétravail non autorisé

Ledger
Ledger

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Le poste

Descriptif du poste

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 15% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 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 5 millions units already sold in 180 countries. 

At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Have a look at our Origins video here.

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 mission

  • Analyze customer success tickets trends and social media to gain actionable insights.
  • Identify 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.

    • What we’re looking for

  • 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.

    • 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: Annual company outing for Ledgerdary Days, plus 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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