Client Support Specialist

1 month ago

London, Greater London, United Kingdom Ledger Full time
Join us in making digital assets accessible and secure for everyone. Ledger is a leading platform in the digital asset and Web3 space, established in 2014. With over 20% of the world’s crypto assets secured through our products, we are headquartered in Paris and Vierzon, with a global presence including offices in the UK, US, Switzerland, and Singapore. Our team of more than 900 professionals is dedicated to developing innovative products and services that empower individuals and businesses to securely manage their crypto assets.

Your Role:

Provide round-the-clock global support, working flexible shifts typically on a 4 days-on, 4 days-off rotation. Ensure customer satisfaction by addressing daily inquiries and requests. Communicate effectively: document service tickets clearly and follow up to ensure resolution. Identify recurring support issues and product performance trends, providing valuable feedback to our product teams. Enhance customer self-service by suggesting improvements to our knowledge base and support documentation. Participate in support escalations as necessary to meet service level agreements on technical products. Collaborate with various teams, including R&D, Legal, and Marketing, to ensure effective communication. Stay informed about developments in crypto and Ledger’s offerings, as the industry evolves rapidly.

What We Seek:

Experience in customer support or a customer-facing role. A strong customer-first mindset. Excellent written and verbal communication skills in English. Ability to understand hardware and software products and analyze technical data. Proficiency in Google Workspace and Microsoft Office applications. Interest in cryptocurrencies and blockchain technology is advantageous. Familiarity with Salesforce or similar Customer Experience Management platforms is a plus.

Benefits:

Comprehensive training in a dynamic and growing industry. Stock options to share in our success. A flexible hybrid work policy. Extensive health insurance coverage. Personal development and wellness programs. Generous vacation policy with 28 days of paid leave annually. Regular social events and a vibrant office environment. Access to high-performance office equipment and technology. Transportation reimbursement for your preferred commuting method. Employee discounts on all products. Ledger is committed to equal opportunity employment, welcoming applicants from diverse backgrounds without discrimination.

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