Customer Support Specialist, Ledger
Chinese Speaker
Plus stock options
2-5 days a week in office
Platform for digital assets and Web3
Open for applications
Platform for digital assets and Web3
501-1000 employees
Open for applications
Plus stock options
2-5 days a week in office
501-1000 employees
Company mission
To secure the new disruptive class of crypto assets.
Role
Who you are
- Previous experience in customer support or in a customer-facing role
- Must have a “Customer First” attitude
- Strong interest for cryptocurrencies and/or blockchain environments
- Outstanding written and verbal skills in English and Chinese
- Ability to learn about hardware & software products and to analyse technical and/or factual data
- Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPT
- Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus
What the job involves
- As part of the Customer Support team, you will be the first point of contact between our customers and the Ledger team, providing quick and efficient technical support and ensuring customer satisfaction
- The requests you will receive will be related to Ledger products and services, and will require patience and compassion to meet customers wherever they are in their learning journey
- Issues encountered will span our products and services, from transaction issues, connection troubleshooting, RMAs, and much more
- Ensure customer satisfaction & reply to day-to-day customer requests
- Communicate clearly and concisely: write clear and well-structured documentation on service tickets and follow up to ensure resolution
- Identify recurring support trends and product performance issues, providing timely feedback to our product team
- Work to eliminate common support inquiries by suggesting improvements to our knowledgebase articles, FAQs, and other support documentation to ensure customers can self-serve as much as possible
- Be involved in support escalations as required to ensure timely resolution according to SLAs on technical products
- Communicate clearly and work effectively with other teams and departments, such as our R&D, Legal, and Marketing teams
- Participate in external events around the world
- Always be learning - about both crypto and also Ledger’s products. A week in crypto is a lifetime in other industries, and you’ll need to stay on the cutting edge
Our take
Ledger has grown into one of the world’s largest hardware wallets for digital assets since its 2014 inception, with well over 6 millions of devices sold across the globe. By offering physical devices to store private keys, customers are able to secure their digital assets offline.
The company is attempting to support the continued growth of the crypto eco-system by offering cryptocurrency owners an alternative to storing their assets on an online exchange. There, a simple password breach could cause untold damage.
Ledger’s hardware solution has proven popular with investors, seeing them receive huge funding from 10T Holdings, Cathay Innovation, and Draper Associates to name just a few.
Keen to move on and ensure against any recurrence, Ledger has since secured even more investment, and formed astute partnerships with other big names in the Crypto world, including an integration with Coinbase.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2023
$109m
SERIES C
Jun 2021
$380m
SERIES C
Total funding: $580.7m
Company benefits
- Competitive compensation package
- Personal development initiatives
- Flexible working hours, remote-friendly environment
- 5 weeks of paid vacation + 10 days of RTT
- High performance office equipment
- Comprehensive health insurance policy
- Meal vouchers with Swile
- Reimbursement for sports and cultural activities
- Annual company outings and regular socials
- Employee discount on Ledger products
Company values
- Pragmatism
- Audacity
- Trust
- Transparency
- Engagement
Company HQ
Mail, Paris, France
Articles
Leadership
Pascal Gauthier
(Chairman & CEO, not founder)Before becoming CEO at Ledger, they worked as Venture Partner in Mosaic Ventures, a London based venture capital firm focusing on Series A stage companies. They are also the non-executive chairman of Kaiko, a financial data website on Bitcoin.
Nicolas Bacca
(Co-Founder & VP Innovation Lab)Former R&D Solution Architect at embedded digital security company Oberthur. Founder & CEO of both Ubinity and BTChip, which preluded Ledger. They are the Metaverse Finder for Le Centre.
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