Customer Support Specialist Jobs

Customer Support Specialist

Ledger

Location:
France, Paris

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

We're making the world of digital assets accessible and secure for everyone. 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. Headquartered in Paris, Ledger has a team of more than 500 professionals developing products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets. As part of the Customer Support team, you will be the first point of contact between customers and the Ledger team, providing technical support and ensuring 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

Additional Information:

Job Posted:
May 13, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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