Cette offre est lié au département Technical support
Mots clés:
Engineering
Customer Success
We're making the world of digital assets accessible and secure for everyone.
Join the mission(e)
Founded in 2014, Ledger is the global platform for digital assets and Web3(e)Over 15% of the world’s crypto assets are secured through our Ledger Nanos(e)Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 700 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 5 millions units already sold in 180 countries.
At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency(e)Have a look at our Origins video here(e)
Ledger is for and foremost a customer-centric company(e)We build solutions for our customers and we rely heavily on them and their feedback to improve our products and keep growing(e)As part of the Customer Success team, you will be the first contact between our customers and our team internally(e)You will be in charge of providing a quick and efficient technical support and to do your very best to ensure customer satisfaction.
The requests you will receive will be product-related: they can be about transaction issues, connection issues, countervalue issues or helping our customers solving a stuck device problem(e)If the answer can't be found on our Support page, you will be the person our customers will reach out to(e)We are now looking for exceptional Customer Success Specialists to join the team and support our German-speaking markets(e)If this sounds like you, please reach out!
Your mission
- Ensure customer satisfaction & reply to day to day customers requests
- Write clear and well-structured service tickets and follow up to ensure resolution
- Analyse current trends (market, product performance,...) & improve the customer support content (FAQ, Macros) with the manager in order to always have the best answers for our customers
- Be involved in customer escalation as required to ensure timely resolution according to SLAs on technical products
- Communicate clearly and work effectively with other teams and departments, in particular Technical & Legal teams
- Focus on constant learning - both on the domain and on our products
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 is a must
- Outstanding written and verbal skills in English and German, another language is a plus
- 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; Zendesk 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: Annual company outing for Ledgerdary Days, plus 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 and rest & relaxation (RTT) days.
- 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.
Interested so far? Here's how the hiring process will look like:
- Phone screen with our Talent Acquisition team (30 minutes)
- Case-study - around crypto and customer support (you'll have up to 3 days to complete it)
- Interview with the team (45 minutes)
- Second interview with our Head of Customer Success (30 minutes)
- Final stage: language assessment (30 minutes)
We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.