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 knowledgebase 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 📍Outstanding written and verbal skills in English and Chinese 📍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 📍Proficiency in Zendesk or Sprinklr (Customer Experience Management Platforms) is a plus