Customer Support Agent, Ledger

Shift Work, Permanent contract / CDI

Salary not provided

Stock options available

Excel

Google Sheets

Salesforce

Junior and Mid level

London

2-5 days a week in office (Holborn, London)

Platform for digital assets and Web3

Job no longer available

Platform for digital assets and Web3

501-1000 employees

B2CB2BCryptocurrencySaaSCyber SecurityBlockchainWeb 3.0

Job no longer available

Salary not provided

Stock options available

Excel

Google Sheets

Salesforce

Junior and Mid level

London

2-5 days a week in office (Holborn, London)

501-1000 employees

B2CB2BCryptocurrencySaaSCyber SecurityBlockchainWeb 3.0

Company mission

To secure the new disruptive class of crypto assets.

Job

Company

Role

Who you are

Previous experience in customer support or in a customer-facing role
Must have a “Customer First” attitude
Outstanding written and verbal skills in English
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
An interest or curiosity for cryptocurrencies and/or blockchain environments is a plus
Proficiency in Salesforce (or other 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
Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotations, from 6 am to 6 pm
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 knowledge base 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 teamsParticipate 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

Salary benchmarks

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

Top investors

1% employee growth in 12 months

Glassdoor (4)

Trustpilot (3.5)

Company

Funding (last 2 of 7 rounds)

Mar 2023

$109m

SERIES C

Jun 2021

$380m

SERIES C

Total funding: $589.7m

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 HQ

Mail, Paris, France

Leadership

Pascal Gauthier

(Chairman & CEO)

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.

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