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- Tasks: Provide top-notch customer support for Ledger's products and services.
- Company: Join Ledger, a leading platform in digital assets and Web3 since 2014.
- Benefits: Enjoy equity options, hybrid work, comprehensive health insurance, and five weeks of paid leave.
- Why this job: Be part of a customer-centric team in a fast-paced crypto environment with growth opportunities.
- Qualifications: Experience in customer support, strong English and Chinese skills, and a passion for crypto required.
- Other info: Participate in global events and enjoy frequent social activities with snacks and drinks.
The predicted salary is between 28800 - 48000 ÂŁ per year.
We're making the world of digital assets accessible and secure for everyone. 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 the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Ledger is first and foremost a customer-centric company. We build solutions for our customers and continually use their feedback to improve our products and keep growing.
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.
Your mission:
- 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.
What we're looking for:
- Previous experience in customer support or in a customer-facing role
- Must have a “Customer First” attitude
- Strong interest for cryptocurrencies and/or blockchain environments
- Outstanding written and verbal skills in English and Chinese
- 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
- Proficiency in Zendesk or Salesforce (Customer Experience Management Platforms) is a plus
What's in it for you?
- 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
- Social: Frequent social events, snacks and drinks
- Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
- Well-being: Personal development, coaching & fitness with our dedicated partners
- Vacation: Five weeks of paid leave per year, in addition to national holidays
- High tech: Access to high performance office equipment and gadgets, including Apple products
- Transport: Ledger reimburses part of your preferred means of transportation
- Discounts: Employee discount on all our products
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.
Customer Support Specialist - Chinese & English Speaking (f/m) employer: INKcredible Design & Printing
Contact Detail:
INKcredible Design & Printing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist - Chinese & English Speaking (f/m)
✨Tip Number 1
Familiarise yourself with Ledger's products and services. Understanding the technical aspects of their hardware wallets and how they function will give you an edge during interviews, as you'll be able to speak confidently about the customer support challenges you might face.
✨Tip Number 2
Brush up on your language skills, especially in English and Chinese. Since this role requires outstanding communication abilities in both languages, practice articulating complex technical concepts clearly and concisely to ensure you can effectively assist customers.
✨Tip Number 3
Engage with the crypto community online. Join forums or social media groups related to cryptocurrencies and blockchain technology. This will not only enhance your knowledge but also demonstrate your passion for the industry, which is crucial for a customer-centric role at Ledger.
✨Tip Number 4
Familiarise yourself with customer support tools like Zendesk or Salesforce. If you have experience with these platforms, highlight it during your interactions with us, as it shows you're ready to hit the ground running in providing exceptional customer service.
We think you need these skills to ace Customer Support Specialist - Chinese & English Speaking (f/m)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support or customer-facing roles. Emphasise your language skills in English and Chinese, as well as any familiarity with cryptocurrencies or blockchain environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your 'Customer First' attitude. Mention specific examples of how you've provided excellent customer service in the past and express your enthusiasm for working with Ledger's products and services.
Showcase Technical Skills: In your application, highlight your proficiency in tools like Google Docs, Sheets, and Customer Experience Management Platforms such as Zendesk or Salesforce. This will demonstrate your ability to handle technical inquiries effectively.
Research Ledger: Familiarise yourself with Ledger's mission, values, and products. Understanding their customer-centric approach will help you align your application with their expectations and show that you're genuinely interested in the role.
How to prepare for a job interview at INKcredible Design & Printing
✨Show Your Customer-Centric Attitude
Since Ledger is a customer-centric company, it's crucial to demonstrate your commitment to customer satisfaction. Share examples from your previous roles where you went above and beyond to help customers, showcasing your 'Customer First' attitude.
✨Highlight Your Technical Skills
As a Customer Support Specialist, you'll need to handle technical inquiries. Be prepared to discuss your experience with hardware and software products, as well as any familiarity with tools like Zendesk or Salesforce. This will show that you're ready to tackle the technical challenges of the role.
✨Communicate Clearly and Concisely
Effective communication is key in this role. Practice articulating your thoughts clearly, both verbally and in writing. You might be asked to explain complex concepts, so being able to simplify your language will be a big plus during the interview.
✨Demonstrate Your Passion for Crypto
Ledger operates in the fast-paced world of cryptocurrencies. Show your enthusiasm for the industry by discussing recent trends or developments in crypto and blockchain. This will not only reflect your interest but also your willingness to stay updated in a rapidly evolving field.
