Customer Support Specialist - Chinese & English Speaking (f/m)

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company on a mission to make digital assets accessible and secure. As a Customer Support Specialist, you will be the first point of contact for customers, providing efficient technical support for Ledger products. Your role involves ensuring customer satisfaction, documenting issues, and collaborating with various teams. With a strong focus on customer service and a passion for cryptocurrencies, you will help improve support efficiency and contribute to the company's success. Enjoy a hybrid work policy, equity options, and a comprehensive benefits package in an innovative environment.

Benefits

Equity: Stock options

Hybrid work policy

Regular social events

Comprehensive health insurance

Personal development programs

Five weeks of paid leave

Access to high-performance equipment

Transportation cost reimbursement

Employee discounts on products

Qualifications

• Experience in customer support or a customer-facing role is essential.
• Strong interest in cryptocurrencies and blockchain environments is required.

Responsibilities

• Respond to daily customer requests ensuring satisfaction.
• Communicate clearly and document service tickets effectively.

Skills

Customer Support

Technical Troubleshooting

Communication Skills

Interest in Cryptocurrencies

Documentation Skills

Education

Experience in Customer Support

Familiarity with Blockchain

Tools

Google Docs

Google Sheets

Google Slides

Google Forms

Microsoft Excel

Microsoft PowerPoint

Zendesk

Salesforce

Job description

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Customer Support Specialist - Chinese & English Speaking (f/m), London

Client: Ledger

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 6b98a84d6c6c

Job Views: 4

Posted: 02.05.2025

Expiry Date: 16.06.2025

Job Description:

We're making the world of digital assets accessible and secure for everyone. Join the mission. Founded in 2014, Ledger is a 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 the UK, US, Switzerland, and Singapore, Ledger has a team of over 900 professionals developing 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 over 6 million units sold in 200 countries. At Ledger, we embody values such as Pragmatism, Audacity, Commitment, Trust, and Transparency. We are a customer-centric company, building solutions based on customer feedback to improve our offerings. As a Customer Support team member, you will be the first point of contact for our customers, providing quick and efficient technical support and ensuring customer satisfaction. Your requests will relate to Ledger products and services, requiring patience and compassion to assist customers at various learning stages. Issues may include transaction problems, connection troubleshooting, RMAs, and more.

Your mission

1. Ensure customer satisfaction and respond to daily customer requests
2. Communicate clearly and concisely: write well-structured documentation on service tickets and follow up to ensure resolution
3. Identify recurring support trends and product issues, providing feedback to our product team
4. Improve support efficiency by updating knowledgebase articles, FAQs, and other documentation to enable customer self-service
5. Participate in support escalations to ensure timely resolution according to SLAs for technical issues
6. Collaborate effectively with other teams such as R&D, Legal, and Marketing
7. Participate in external events globally
8. Continuously learn about crypto and Ledger’s products to stay on the cutting edge

What we're looking for

1. Experience in customer support or a customer-facing role
2. A “Customer First” attitude
3. Strong interest in cryptocurrencies and blockchain environments
4. Excellent written and verbal skills in English and Chinese
5. Ability to learn about hardware and software products and analyze technical data
6. Proficiency in Google Docs, Sheets, Slides, Forms, and Microsoft Excel and PowerPoint
7. Experience with Zendesk or Salesforce is a plus

What's in it for you?

• Equity: Stock options sharing in the company's success
• Flexibility: Hybrid work policy
• Social: Regular social events, snacks, and drinks
• Medical: Comprehensive health insurance covering medical, dental, and vision
• Well-being: Personal development, coaching, and fitness programs
• Vacation: Five weeks of paid leave annually plus holidays
• High tech: Access to high-performance office equipment and gadgets, including Apple products
• Transport: Reimbursement for transportation costs
• Discounts: Employee discounts on all Ledger products

We are an equal opportunity employer, welcoming all regardless of gender, ethnicity, religion, sexual orientation, social status, disability, or age.