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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, fluent in English and Chinese, and a passion for crypto.
- Other info: Work with a diverse team and participate in global events while learning about cutting-edge technology.
The predicted salary is between 28800 - 43200 £ 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: Ledger Enterprise
Contact Detail:
Ledger Enterprise 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 not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your language skills, especially in both English and Chinese. Since this role requires outstanding communication abilities in these languages, practice articulating complex technical information clearly and concisely to ensure you can assist customers efficiently.
✨Tip Number 3
Engage with the crypto community online. Join forums, follow relevant social media accounts, and participate in discussions. This will not only enhance your knowledge but also show your passion for the industry, which is crucial for a customer support role at Ledger.
✨Tip Number 4
Familiarise yourself with customer support tools like Zendesk or Salesforce. If you have experience with these platforms, be ready to discuss it during your interview. If not, consider taking a quick online course to get a basic understanding of how they work.
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 and showcases your language skills in both English and Chinese. Emphasise any previous roles where you demonstrated a 'Customer First' attitude.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for cryptocurrencies and blockchain technology. Mention specific experiences that demonstrate your ability to communicate clearly and effectively, as well as your problem-solving skills.
Showcase Technical Proficiency: In your application, mention your familiarity with tools like Google Docs, Zendesk, or Salesforce. If you have experience analysing technical data or troubleshooting issues, be sure to include that as well.
Highlight Continuous Learning: Express your commitment to staying updated on crypto trends and Ledger's products. Mention any relevant courses, certifications, or self-study initiatives that showcase your dedication to personal and professional growth.
How to prepare for a job interview at Ledger Enterprise
✨Show Your Customer-Centric Attitude
Since Ledger is a customer-centric company, it's crucial to demonstrate your 'Customer First' attitude during the interview. Share examples from your previous roles where you went above and beyond to ensure customer satisfaction.
✨Demonstrate Technical Knowledge
Familiarise yourself with Ledger's products and the basics of cryptocurrencies and blockchain technology. Be prepared to discuss how you would handle common technical issues that customers might face.
✨Highlight Communication Skills
As a Customer Support Specialist, clear communication is key. Practice articulating your thoughts clearly and concisely, both verbally and in writing. You may be asked to provide written responses or role-play customer interactions.
✨Prepare for Team Collaboration Questions
Since the role involves working with various teams, be ready to discuss your experience collaborating with others. Think of specific instances where you effectively communicated with different departments to resolve customer issues.
