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 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

• 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

Proficiency in Salesforce (or other Customer Experience Management Platforms)

• 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
• Get trained and gain experience in one of today's most exciting and growing industries
• Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
• A hybrid work policy (2 days in the office / week)
• Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
• 20 days of paid leave per year
• 401k with employer match
• Ledger reimburses part of your preferred means of transportation