Customer Support Specialist - German & English Speaking (copy)

We are dedicated to democratizing the world of digital assets, making it accessible and secure for everyone.

Join our cause.

Established in 2014, Ledger is the leading global platform for digital assets and Web3. Our Ledger Nanos secure over 20% of the world's crypto assets. With headquarters in Paris and Vierzon, and offices in various countries, Ledger boasts a team of 500+ professionals working on a range of products and services that empower individuals and organizations to securely purchase, store, exchange, grow, and manage crypto assets. Our Ledger hardware wallets line has already sold over 6 million units across 200 countries.

At Ledger, we uphold core values that define us: Pragmatism, Audacity, Commitment, Trust, and Transparency. Get insights on how our team influences our work directly from our employees.

Ledger prioritizes customer satisfaction, focusing on building solutions based on user feedback to enhance our products continually. As a member of the Customer Support team, your primary responsibility will be to act as the crucial link between customers and the Ledger team, delivering prompt and effective technical support to ensure customer contentment.

Customer inquiries will pertain to Ledger products and services and will necessitate patience and empathy to cater to customers at different stages of their learning journey. Support will cover a range of product and service issues, including transaction problems, connectivity troubleshooting, RMAs, and more.

Your Responsibilities:

• Strive to ensure customer contentment and respond to daily customer queries
• Articulate your communication clearly and succinctly: document service tickets effectively and follow up to ensure resolutions
• Identify repetitive support patterns and product performance concerns, offering timely feedback to our product team
• Collaborate in diminishing common support queries by recommending enhancements to our knowledge base articles, FAQs, and other support materials to enable customers to self-serve effectively
• Engage in support escalations as needed to ensure prompt issue resolution as per SLAs for technical products
• Effectively collaborate and communicate with various teams and departments, such as R&D, Legal, and Marketing
• Take part in external events globally
• Maintain a continuous learning approach – to stay updated about cryptocurrencies and Ledger's products. Stay at the forefront of the rapidly evolving crypto industry

Requirements:

• Prior customer support experience or customer-facing role
• Strong "Customer First" mindset
• Curiosity or interest in cryptocurrencies and/or blockchain ecosystems
• Exceptional written and verbal English and German language skills
• Ability to understand hardware and software products and analyze technical or factual information
• Proficient in using Google Docs, Sheets, Slides, Forms, as well as Microsoft Excel and PowerPoint
• Familiarity with Zendesk or Salesforce is advantageous

Benefits:

• Ownership: We value our employees and offer stock options to share in the company's growth
• Flexibility: Hybrid work policy
• Social Connection: Regular social events, snacks, and beverages at our Holborn office
• Health Coverage: Comprehensive health insurance encompassing medical, dental, and vision care
• Well-being: Personal development initiatives, coaching, and fitness programs with our partners
• Time Off: 28 days of paid annual leave, along with national holidays
• Technology: Access to high-performance office equipment and gadgets, including Apple products
• Transportation: Ledger provides reimbursements for your preferred mode of transportation
• Discounts: Employee discount on all Ledger products

We are an equal opportunity employer, embracing diversity and inclusion across all aspects without discrimination based on gender, ethnicity, religion, sexual orientation, social status, disability, or age.