Customer Support Specialist - Chinese & English Speaking (f/m)

Join the mission at Ledger, the global platform for digital assets and Web3. Founded in 2014, Ledger secures over 20% of the world’s crypto assets through our Ledger Nanos. With a team of more than 900 professionals, we develop products and services to enable individuals and companies to securely buy, store, swap, grow, and manage crypto assets.

At Ledger, we embody values such as Pragmatism, Audacity, Commitment, Trust, and Transparency. We are a customer-centric company, building solutions based on customer feedback to improve our products continually.

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. Your responsibilities will include:

• Ensuring customer satisfaction and responding to day-to-day customer requests.
• Communicating clearly and concisely: writing clear and well-structured documentation on service tickets and following up to ensure resolution.
• Identifying recurring support trends and product performance issues, providing timely feedback to our product team.
• Suggesting improvements to our knowledge base articles, FAQs, and other support documentation to help customers self-serve.
• Being involved in support escalations as required to ensure timely resolution according to SLAs on technical products.
• Working effectively with other teams and departments, such as R&D, Legal, and Marketing.
• Participating in external events around the world.
• Continuously learning about both crypto and Ledger’s products.

What We’re Looking For:

• Previous experience in customer support or a customer-facing role.
• A “Customer First” attitude.
• Strong interest in cryptocurrencies and/or blockchain environments.
• Outstanding written and verbal skills in English and Chinese.
• Ability to learn about hardware & software products and analyse technical and/or factual data.
• Proficiency in Google Docs, Sheets, Slides, Forms, and Microsoft Excel PPT.
• Proficiency in Zendesk or Salesforce is a plus.

What’s in it for you?

• Equity: Stock options to share in our success.
• Flexibility: A hybrid work policy.
• Social: Frequent social events, snacks, and drinks.
• Medical: Comprehensive health insurance policy.
• Well-being: Personal development, coaching & fitness.
• Vacation: Five weeks of paid leave per year, in addition to national holidays.
• High tech: Access to high-performance office equipment and gadgets.
• Transport: Reimbursement for 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.