Customer Success Specialist, Ledger

Ledger

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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 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

Requirements:

Must have a “Customer First” attitude
Outstanding written and verbal skills in English
Ready to embrace KPIs as a tool for focus, growth and impact
Tech enthusiast, eager to dive into both hardware & software products
Excellent analytical and problem-solving skills based on factual data
Proficiency in Google Workspaces (docs, sheets… ), Microsoft 365 (Excel & PPT)
Passionate about cryptocurrencies and/or blockchain environments

What we offer:

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
Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
Well-being: Personal development, coaching & fitness with our dedicated partners
Vacation: 28 days of paid leave per year
Social: Frequent social events, snacks and drinks in our Holborn office
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

Additional Information:

Job Posted:
July 23, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Success Specialist