Customer Support Agent

• 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
• 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 R&D, Legal, and Marketing
• Participate in external events
• Always be learning – about both crypto and Ledger’s products

• 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
• Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

Proficiency in Salesforce

• Help deliver a 24/7 Global service, working flexible shifts
• Training in an exciting and growing industry
• Equity: stock options
• Hybrid work policy (2 days in office/week)
• Comprehensive health insurance: medical, dental, vision
• 20 days of paid leave per year
• 401k with employer match
• Ledger reimburses part of transportation costs