Customer Support Specialist - Chinese & English Speaking (f/m)

We are dedicated to making digital assets accessible and secure for all individuals. Join us in this important mission.

Founded in 2014, Ledger is a global platform focused on digital assets and Web3, with over 20% of the world's crypto assets secured through Ledger Nanos. Headquartered in Paris and Vierzon, with additional offices in the UK, US, Switzerland, and Singapore, Ledger has a diverse team of over 500 professionals developing innovative products and services to help individuals and companies securely manage, exchange, and grow their crypto assets. Our Ledger hardware wallets have already been sold in over 200 countries.

At Ledger, we hold dear the values of Pragmatism, Audacity, Commitment, Trust, and Transparency. Our company culture is centered around being customer-centric, continually seeking feedback to enhance our products and services. As part of our Customer Support team, you will play a crucial role as the primary point of contact between customers and our team, ensuring efficient technical support and customer satisfaction.

Your responsibilities will include addressing customer inquiries related to Ledger products and services, requiring patience and empathy to assist customers at various stages of their learning journey, resolving issues such as transaction problems, connection troubleshooting, RMAs, and other related matters.

Responsibilities:

• Ensure customer satisfaction by responding to daily customer requests promptly.
• Communicate clearly by documenting service tickets and following up to guarantee issue resolution.
• Identify common support trends and product performance issues, providing feedback to the product team.
• Collaborate with various departments and teams to address support escalations and ensure prompt resolutions.
• Contribute to improving self-service options such as knowledge base articles and FAQs to empower customers.
• Stay updated on cryptocurrency trends and Ledger products to provide effective support.
• Participate in external events worldwide.

Requirements:

• Previous experience in customer support or customer-facing roles.
• Strong passion for cryptocurrencies and blockchain technology.
• Excellent written and verbal communication skills in English and Chinese.
• Ability to learn about hardware and software products, analyze technical data, and proficiency in Google and Microsoft productivity tools.
• Familiarity with Customer Experience Management Platforms like Zendesk or Salesforce is advantageous.

Benefits:

• Stock options to share in the company's growth.
• Hybrid work policy for flexibility.
• Social events, snacks, and drinks for a vibrant work environment.
• Comprehensive health insurance coverage, including medical, dental, and vision care.
• Personal development programs, coaching, and fitness benefits.
• Generous paid leave and additional holidays.
• Access to high-performance office equipment and gadgets.
• Transportation reimbursement.
• Employee discount on our products.

Ledger is an equal opportunity employer that values diversity and does not discriminate based on gender, ethnicity, religion, sexual orientation, social status, disability, or age.