Customer Support Specialist - Chinese & English Speaking (f/m)
LedgerAbout this job
Job category
Customer Service
Job type
Permanent contract
Location
London, United Kingdom; Paris, France
Company size
Mature [ 50+ employess ]
Apply now
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Job Description
Provide customer support for Ledger products and services, ensuring customer satisfaction and timely resolution of issues. Communicate effectively with customers and internal teams.
Responsibilities
- 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
Requirements
- 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
Benefits
- 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
About this job
Job category
Customer Service
Job type
Permanent contract
Location
London, United Kingdom; Paris, France
Company size
Mature [ 50+ employess ]
Apply now
Don't miss out on this opportunity. Apply now and take the first step toward success.
Resume Assistance
See how well your resume matches this job role with our AI-powered score. By uploading your resume, you agree to our Terms of Service