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Ledger Logo Ledger · Customer Service

Customer Support Agent

United States, Portland · Job Posted June 12, 2025
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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. Issues encountered will span our products and services, from transaction issues, connection troubleshooting, RMAs, and much more.

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

  • 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
Ledger - All Job Offers

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