Customer Support Agent (f/m)

Ledger is a global platform for digital assets and Web3, seeking a Customer Support Agent to be the first point of contact for customers. The role involves providing technical support, ensuring customer satisfaction, and collaborating with various teams to enhance product performance.

Responsibilities

• 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

Skills

• Previous experience in customer support or in a customer-facing role
• Must have a 'Customer First' attitude
• Outstanding written and verbal skills in English: please add a cover letter to your application, highlighting why you are interested in joining Ledger
• 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
• Knowledge in cryptocurrencies and/or blockchain is a must
• Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

Benefits

• Working schedule: Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days on 4 days off rotation, from 10 am to 10 pm
• Training: Get trained and gain experience in one of today's most exciting and growing industries
• 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 (2 days in the office / week)
• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
• Vacation: 20 days of paid leave per year
• Retirement: 401k with employer match
• Transport: Ledger reimburses part of your preferred means of transportation

Company Overview