Customer Support Agent, Ledger

Ledger

Location:
United States, Portland

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world's crypto assets are secured through our Ledger Nanos. Ledger has a team of more than 900 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 6 million units already sold in 200 countries. Ledger is first and foremost a customer-centric company. 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.

Job Responsibility:

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

Requirements:

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
Knowledge in cryptocurrencies and/or blockchain is a must
Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

Nice to have:

Proficiency in Salesforce (or other Customer Experience Management Platforms)

What we offer:

Help deliver a 24/7 Global service
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
Well-being: Personal development, coaching & fitness with our dedicated partners
Vacation: 20 days of paid leave per year
Retirement: 401k with employer match
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:
May 13, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Support Agent