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Ledger Logo Ledger · Customer Service

Customer Support Specialist - Chinese & English Speaking

United Kingdom, London · Job Posted June 12, 2025
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Job Description

We're making the world of digital assets accessible and secure for everyone. Join the mission. At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Ledger is first and foremost a customer-centric company. We build solutions for our customers and continually use their feedback to improve our products and keep growing. 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 knowledgebase 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
  • Strong interest for cryptocurrencies and/or blockchain environments
  • Outstanding written and verbal skills in English and Chinese
  • 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
  • Proficiency in Zendesk or Salesforce (Customer Experience Management Platforms) is a plus

Nice to have

Proficiency in Zendesk or Salesforce (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
  • Social: Frequent social events, snacks and drinks
  • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
  • Well-being: Personal development, coaching & fitness with our dedicated partners
  • Vacation: Five weeks of paid leave per year, in addition to national holidays
  • 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
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