Customer Support Specialist - Chinese & English Speaking

Founded in 2014, Ledger is a leading global platform in the field of digital assets and Web3 technology. Our team of more than 900 professionals is dedicated to developing innovative products and services that enable individuals and companies worldwide to securely manage their crypto assets. We are headquartered in Paris and Vierzon, with additional offices in the UK, US, Switzerland, and Singapore.

At Ledger, we are committed to putting our customers first and continuously improving our products based on their feedback. As a valuable member of the Customer Support team, you will serve as the vital link between our customers and our company, ensuring prompt and effective technical assistance to enhance customer satisfaction.

Your role will involve addressing customer inquiries related to Ledger products and services, requiring a patient and empathetic approach to support clients at every stage of their experience. From resolving transaction issues to troubleshooting connectivity problems and handling RMAs, your responsibilities will cover a wide range of customer support tasks.

Your Responsibilities:

• Prioritize customer satisfaction by addressing daily inquiries effectively.
• Ensure clear communication by documenting service tickets and following up to ensure resolution.
• Identify recurring support trends and product issues to provide feedback for product improvement.
• Contribute to enhancing self-service options by suggesting improvements to knowledge base articles and FAQs.
• Collaborate with various internal departments like R&D, Legal, and Marketing to address support escalations promptly.
• Stay updated on industry trends and developments in the cryptocurrency world and Ledger's product offerings.

Requirements:

• Previous experience in customer support or a customer-facing role.
• Strong customer-focused attitude.
• Interest in cryptocurrencies and blockchain technology.
• Excellent written and verbal communication skills in English and Chinese.
• Ability to analyze technical data and learn about hardware/software products.
• Proficiency in tools like Google Docs, Google Sheets, Google Slides, Google Forms, and Microsoft Excel PPT.
• Experience with Customer Experience Management Platforms like Zendesk or Sprinklr is a plus.

Benefits:

• Stock options granted to employees to align with the company's success.
• Hybrid work policy for flexibility.
• Social events, snacks, and beverages for a vibrant work culture.
• Comprehensive health insurance coverage, including medical, dental, and vision care.
• Personal development opportunities, coaching, and fitness programs.
• Generous paid time off, including five weeks of annual leave, national holidays, and rest and relaxation days.
• Access to high-performance office equipment and gadgets.
• Transportation reimbursement and employee discounts on products.

We are committed to creating an inclusive workplace where diversity is celebrated, and all individuals are treated equally regardless of gender, ethnicity, religion, sexual orientation, social status, disability, or age.