Customer Support Specialist

• 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

• 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

Proficiency in Zendesk or Salesforce

• 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