Your mission

📍 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’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, fluency in Spanish ; 📍 Ability to learn about hardware & software products and to analyze technical and/or factual data; 📍 Proficiency in Google docs, sheets, slides, forms as well as Microsoft Office (Excel, Power Point) 📍 Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus