Customer Support Jobs in Web3

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 the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 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 millions units already sold in 200 countries. 

At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.

Your mission:

• Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotations, from 6 am to 6 pm 
• 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 teamsParticipate 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
• Outstanding written and verbal skills in English
• 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
• An interest or curiosity for cryptocurrencies and/or blockchain environments is a plus
• Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus

What's in it for you:

• 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
• Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
• Well-being: Personal development, coaching & fitness with our dedicated partners
• Vacation: 28 days of paid leave per year
• Social: Frequent social events, snacks and drinks in our Holborn office
• 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.


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