Cette offre est lié au département Public relation
Mots clés:
Customer Support
Support
Founded in 2014, Ledger is the global leader of security solutions and infrastructure for cryptocurrencies and blockchain applications, with more than 4 million users in 165 countries(e)Ledger combines hardware and software expertise to secure billions of dollars worth of almost 2,000 different crypto assets - worldwide, 15% of these assets are managed through the Ledger ecosystem.
Ledger is first and foremost a customer-centric company(e)We build solutions for our customers and continually use their feedback to improve our products and keep growing(e)As part of the Content team, your writing will be the first point of contact between our potential customers, customers and the Ledger team(e)You will be in charge of writing clear, thoughtful, and helpful content to ensure customer satisfaction.
We are at the precipice of mainstream curiosity, and the typical user still has a wide array of questions around how to use our products, information around crypto, and how Web3 affects daily life(e)The questions and answers you will need to anticipate around Ledger’s products will be highly variable and require deep knowledge about the crypto ecosystem and sit between content and customer support. They can be about complex transaction issues, staking issues, derivation path issues, private key issues, and a host of other technical topics relating to Ledger hardware and the software ecosystem surrounding it(e)We are now looking for exceptional Customer Support writers and curious thinkers to join the team both in the US and around the world(e)If this sounds like you, please reach out!
Responsibilities
- Communicate clearly and concisely: write clear and well-structured in English Work to eliminate common support inquiries by suggesting improvements to our knowledge base articles, FAQs, and other support documentation to ensure customers can self-serve as much as possible.
- Write all content for Ledger’s customer support needs
- Communicate clearly and work effectively with other teams and departments, such as our Customer S, Legal, and Marketing teams.
- 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.
- Be empathetic to the customers' needs(e)
Key requirements
- Strong experience in cryptocurrencies and/or blockchain environments is a must.
- You have a knack for explaining complex technical subjects in a way that anyone can understand.
- Previous experience in customer support or in a customer-facing role and strong background in writing.
- Must have a “Customer First” attitude.
- Outstanding written and verbal skills in English, fluency in Spanish is a plus.
- Ability to learn about hardware & software products and aptitude for troubleshooting customer support inquiries.
- Comfortable using standard office software, like Google docs, sheets, slides, forms, etc. Experience with Zendesk or other CRM software is a plus.
Benefits
- Competitive compensation package and ESOP according to the Company policy.
- Flexible working hours - early birds and late risers are equally welcome. No night shifts(e)Traditional and alternative weekend work days are available.
- Strong focus on personal development including internal/external trainings and attendance to conferences.
- Internal talks, technical meetups and hackathons.
- High performance office equipment.
- Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
- Meal Vouchers with Swile (ex Lunchr).Annual company outing for Ledgerdary Days plus infrequent parties, snacks and drinks.
- Employee discount on Ledger products.
Ledger guarantees equal opportunity for all during the recruitment process, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.