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For Companies At a Glance
- Tasks: Be the go-to person for customer support, solving issues and ensuring satisfaction.
- Company: Join Ledger, a leader in digital assets and Web3, securing over 20% of global crypto assets.
- Benefits: Enjoy equity options, hybrid work, comprehensive health insurance, and five weeks of paid vacation.
- Why this job: Dive into the fast-paced world of crypto while helping customers navigate their journey with Ledger.
- Qualifications: Previous customer support experience and fluency in English and Chinese are essential.
- Other info: Be part of a diverse team that values transparency, trust, and continuous learning.
The predicted salary is between 28800 - 43200 ÂŁ per year.
We’re making the world of digital assets accessible and secure for everyone.Join the mission.
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 – including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here .
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. A week in crypto is a lifetime in other industries, and you’ll need to stay on the cutting edge
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.
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Customer Support Specialist - Chinese & English Speaking (f/m) (copy) 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) (copy)
✨Tip Number 1
Familiarize yourself with Ledger's products and services. Understanding the technical aspects of what you will be supporting is crucial, as it will help you communicate effectively with customers and resolve their issues more efficiently.
✨Tip Number 2
Brush up on your customer service skills, especially in handling technical inquiries. Practice patience and empathy, as these qualities are essential for providing excellent support to customers who may be new to cryptocurrencies.
✨Tip Number 3
Stay updated on the latest trends in the cryptocurrency and blockchain space. This knowledge will not only enhance your conversations with customers but also demonstrate your commitment to learning and growing within the industry.
✨Tip Number 4
If you have experience with customer support platforms like Zendesk or Salesforce, make sure to highlight that in your discussions. Familiarity with these tools can set you apart and show that you're ready to hit the ground running.
We think you need these skills to ace Customer Support Specialist - Chinese & English Speaking (f/m) (copy)
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Customer Support Specialist at Ledger. Familiarize yourself with their products and services, as well as the importance of customer satisfaction in their mission.
Highlight Relevant Experience: In your application, emphasize any previous experience in customer support or customer-facing roles. Showcase your 'Customer First' attitude and how it aligns with Ledger's values.
Demonstrate Language Proficiency: Since the role requires outstanding written and verbal skills in both English and Chinese, make sure to highlight your language proficiency clearly in your CV and cover letter.
Show Your Interest in Crypto: Express your strong interest in cryptocurrencies and blockchain environments. Mention any relevant knowledge or experiences that demonstrate your passion for the industry and how you stay updated on trends.
How to prepare for a job interview at Ledger Enterprise
✨Show Your Customer-Centric Attitude
Make sure to highlight your previous experience in customer support or any customer-facing roles. Share specific examples of how you've prioritized customer satisfaction and resolved issues effectively.
✨Demonstrate Your Interest in Crypto
Since Ledger is deeply rooted in the cryptocurrency space, express your passion for cryptocurrencies and blockchain technology. Discuss any relevant experiences or knowledge you have that can contribute to your role.
✨Communicate Clearly and Concisely
Practice articulating your thoughts clearly, both verbally and in writing. Since you'll be documenting service tickets and communicating with customers, showcasing your outstanding written and verbal skills in English and Chinese is crucial.
✨Be Prepared to Discuss Technical Issues
Familiarize yourself with common technical issues related to Ledger products and services. Be ready to discuss how you would approach troubleshooting and resolving these issues, demonstrating your ability to learn about hardware and software products.
