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

We are dedicated to democratizing access to digital assets and ensuring their security for all. Founded in 2014, Ledger is a leading global digital assets and Web3 platform. Ledger's impressive track record includes securing over 20% of the world's crypto assets through Ledger Nanos. With headquarters in Paris and Vierzon, and offices in various locations worldwide, Ledger boasts a team of over 900 professionals. Our team works tirelessly to create a range of innovative products and services that empower individuals and businesses to securely purchase, store, swap, expand, and manage crypto assets. Notably, Ledger has already sold over 6 million units of the Ledger hardware wallets across 200 countries.

Ledger prides itself on embodying unique values such as Pragmatism, Audacity, Commitment, Trust, and Transparency. Our employees play a significant role in shaping our work culture and the impactful contributions we make. Flexibility, enthusiasm, dedication, and integrity are at the core of everything we do.

Responsibilities:

As a core part of the Customer Support team, you will serve as the primary point of contact for customers, ensuring prompt and effective technical support while prioritizing customer satisfaction. Your responsibilities will include addressing customer inquiries related to Ledger products and services, requiring patience, empathy, and a personalized approach to assist customers at different stages of their learning journey. Common queries you may encounter involve transaction issues, connectivity troubleshooting, RMAs, and more.

Your Duties:

• Fulfill customer requests promptly and ensure their satisfaction
• Precisely document service tickets and proactively follow up until resolution is achieved
• Identify recurrent support patterns and product performance glitches, offering timely feedback to the product team
• Recommend enhancements to our knowledge base articles and FAQs to minimize common support inquiries and enable self-service for customers
• Collaborate with other divisions including R&D, Legal, and Marketing to ensure effective communication and problem-solving
• Escalate support issues as needed to meet technical product SLAs
• Demonstrate continuous learning in the fields of cryptocurrency and Ledger's product portfolio

Requirements:

• Previous experience in customer support or a customer-facing role
• Strong customer-centric mindset
• Keen interest in cryptocurrencies and blockchain ecosystems
• Exceptional written and verbal communication skills in English and Chinese
• Capability to comprehend technical and factual data to analyze hardware and software products
• Proficient in Google Docs, Sheets, Slides, Forms, and Microsoft Excel PowerPoint
• Knowledge of Zendesk or Salesforce (Customer Experience Management Platforms) is advantageous

Benefits:

• Stock Options: Share in our success through equity awards
• Flexible Work Policy: Hybrid work arrangements available
• Social Events: Regular social gatherings, snacks, and beverages
• Health Insurance: Comprehensive coverage for medical, dental, and vision care
• Wellness: Support for personal development, coaching, and fitness programs
• Leave: Five weeks of paid leave annually, in addition to public holidays
• Technology: Access to high-end office equipment and gadgets, including Apple products
• Transport: Reimbursement for transportation expenses
• Product Discounts: Employee discount on Ledger products

We are committed to providing equal employment opportunities regardless of gender, ethnicity, religion, sexual orientation, social status, disability, or age.