Customer Support Agent (f/m)

La French Tech Taiwan; Port-en-Bessin-Huppain; Hybride; EUR 51 000 - 61 000; Plein temps

Résumé du poste

A leading tech firm in Port-en-Bessin-Huppain seeks a Customer Support Agent to provide technical support and ensure customer satisfaction. The ideal candidate has experience in customer support, outstanding English communication skills, and knowledge of cryptocurrencies. This role offers a hybrid work policy and a competitive salary between USD 60,000 and 70,000 annually.

Prestations

Comprehensive health insurance

Equity options

20 days of paid leave

Flexible working schedule

Qualifications

• Previous experience in customer support or in a customer-facing role.
• Must have a 'Customer First' attitude.
• Proficiency in Salesforce or other Customer Experience Management Platforms is a plus.

Responsabilités

• Ensure customer satisfaction & reply to day-to-day customer requests.
• Communicate clearly and write clear and well-structured documentation.
• Identify recurring support trends and provide feedback to the product team.

Connaissances

Customer First attitude

Outstanding written and verbal skills in English

Ability to learn about hardware & software products

Proficiency in Google docs, sheets, slides, forms

Knowledge in cryptocurrencies and/or blockchain

Outils

Salesforce

Microsoft Excel

Description du poste

Customer Support Agent (f/m)

About Ledger

We’re the forever innovators. On a mission that goes beyond business. Securing digital ownership in a changing world. Unlocking true freedom. We’re revolutionaries.

Looking beyond today. Bridging excellence and pragmatism, with ambition and conviction, to push the limits of what’s possible. That’s what you’ll do here, in this playground of innovation. With leadership and trust, you’ll write the rules of new technology, and create products that redefine security in a digital age.

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in UK, US, Switzerland and Singapore, Ledger has a team of more than 500 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 6 million units already sold in 200 countries.

Job Description

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. The requests you will receive will be related to Ledger products and services, and will require patience and compassion to meet customers wherever they are in their learning journey. Issues encountered will span our products and services, from transaction issues, connection troubleshooting, RMAs, and much more.

What You’ll Be Doing

• 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 knowledge base 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

What We Are Looking For

• Previous experience in customer support or in a customer‑facing role
• Must have a “Customer First” attitude
• Outstanding written and verbal skills in English: please add a cover letter to your application, highlighting why you are interested in joining Ledger
• 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
• Knowledge in cryptocurrencies and/or blockchain is a must
• Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

Benefits

• Working schedule: Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days on 4 days off rotation, from 10 am to 10 pm
• Training: Get trained and gain experience in one of today's most exciting and growing industries
• 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 (2 days in the office / week)
• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
• Vacation: 20 days of paid leave per year
• Retirement: 401k with employer match
• Salary range: USD 60 000 - 70 000/year
• Transport: Ledger reimburses part of your preferred means of transportation

Additional Information

• Contract Type: Full-Time
• Location: Port
• Possible partial remote

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.

We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.

Apply Now