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Rejoindre la Mission French Tech
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Customer Support Agent (f/m)
Port
Full-Time
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About
We’re the forever innovators. On a mission that goes beyond business. Securing digital ownership in a changing world. Unlocking true freedom. We’re revolutionaries.
Looking beyond today. Bridging excellence and pragmatism, with ambition and conviction,to push the limits of what’s possible. That’s what you’ll do here, in this playground of innovation. With leadership and trust, you’ll write the rules of new technology, and create products that redefine security in a digital age.
Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in UK, US, Switzerland and Singapore, Ledger has a team of more than 500 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 6 millions units already sold in 200 countries.
Job Description
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: please add a cover letter to your application, highlighting why you are interested in joining Ledger
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
Benefits
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
About the Company
"French Tech Taiwan" gathers all the individuals from startups, companies, investment firms, incubators, accelerators, public bodies, journalists, innovation stakeholders involved in technology entrepreneurship, and with strong interest in linking France and Taiwan.
Importantly, we promote "La French Tech" and collaboration opportunities between France and Taiwan innovative tech ecosystems.
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