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Full-Time

Customer Support Specialist

Posted on 6/25/2024

Ledger

Ledger

501-1,000 employees

Hardware wallets securing cryptocurrencies

Hardware

Entry

United Kingdom + 1 more

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Word/Pages/Docs
Zendesk
Marketing
Requirements
  • Previous experience in Customer Support or in a customer-facing role
  • Must have a “Customer First” attitude
  • Strong interest in the cryptocurrency and/or the blockchain industry
  • Outstanding written and verbal skills in English
  • Ability to learn about hardware & software products and to analyze technical and/or factual data
  • Proficiency in Google Docs, Sheets, Slides, Forms as well as Microsoft Office
  • Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus
Responsibilities
  • 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 knowledgebase 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 teams
  • Participate in external events around the world
  • Always be learning - about both crypto and also Ledger’s products

Ledger specializes in providing secure hardware wallets like the Ledger Stax, Nano S Plus, and Nano X, which are integral to safely managing a broad array of cryptocurrencies. The inclusion of a Secure Element and a proprietary operating system highlights the company’s commitment to preserving the highest security standards. This environment not only fosters technical excellence but also positions the firm as a leader in the cryptocurrency security sector, making it a prime workplace for individuals eager to impact the rapidly evolving crypto landscape.

Company Stage

Series C

Total Funding

$577M

Headquarters

Paris, France

Founded

2014

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

-4%

2 year growth

4%
INACTIVE