Customer Support Agent (f/m)

About Ledger

We’re a team of experts pushing the limits of what’s possible, united by our common goal to unlock true freedom through digital ownership, making technology accessible for all. We believe in a world where users, creators and enterprises manage their value with ownership and freedom. Our curiosity drives us to innovate, empowering individuals on a global scale. We believe change is constant and our team moves forward as one, with a culture of problem-solving where every employee is empowered and supported to challenge tradition and create solutions. Our mission is simple: to make self-custody accessible and give people the keys to their own financial futures. If you want to make a true impact, we want you to join us at Ledger.

At Ledger, we’re proud to be the global platform for digital assets and Web3, with over 20% of the world’s crypto assets secured through our Ledger devices. With our headquarters in Paris, and offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich and Central Singapore, we have a team of around 600 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 7.5 millions units already sold in 200 countries.

The team:

As part of the Customer Support team, you will be the first point of contact between our customers and the Ledger team, providing quick and efficient technical support and ensuring customer satisfaction. The requests you will receive will be related to Ledger products and services, and will require patience and compassion to meet customers wherever they are in their learning journey. Issues encountered will span our products and services, from transaction issues, connection troubleshooting, RMAs, and much more.

What you’ll be doing:

• 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 knowledge base 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 teamsParticipate in external events around the world

• Always be learning - about both crypto and also Ledger’s products. A week in crypto is a lifetime in other industries, and you’ll need to stay on the cutting edge

What we are looking for:

• Previous experience in customer support or in a customer-facing role

• Must have a “Customer First” attitude

• Outstanding written and verbal skills in English

• 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

• Knowledge in cryptocurrencies and/or blockchain is a must

• Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

• We would love to start learning about you and your interest for our industry: add a cover letter or a few sentences about what drove you to apply for a Customer Support role within Ledger.

At Ledger, we are dedicated to continually investing in our employees which is why we offer more than just salaries; we provide comprehensive compensation packages that include a wide range of benefits. Here are some of the benefits you can look forward to:

• Working schedule: Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days on 4 days off rotation, from 10 am to 10 pm

• Training: Get trained and gain experience in one of today's most exciting and growing industries

• 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 (2-3 days in Portland's office / week)

• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage

• Vacation: 20 days of paid leave per year

• Retirement: 401k with employer match

• Salary range: $60,000 - 70,000/year

• Transport: Ledger reimburses part of your preferred means of transportation

• We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age

For regionally specific benefits, your Talent Acquisition contact will be able to provide you with more information.

We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.