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Customer Care Associate
Il y a 2 mois
At Ledger, we pride ourselves on our core values: Pragmatism, Audacity, Commitment, Trust, and Transparency. As a customer-centric organization, we prioritize building solutions that cater to our customers' needs and continuously seek their feedback to enhance our offerings.
As a member of the Customer Support team, you will serve as the primary liaison between our customers and Ledger, delivering prompt and effective technical assistance while ensuring a high level of customer satisfaction. You will handle inquiries related to Ledger's products and services, requiring a patient and empathetic approach to support customers at various stages of their learning journey. Your responsibilities will include addressing a range of issues, from transaction problems to connection troubleshooting and more.
Key Responsibilities
- Ensure customer satisfaction by responding to daily inquiries
- Communicate effectively: document service tickets clearly and follow up to guarantee resolution
- Identify recurring support trends and product performance issues, providing valuable feedback to our product team
- Suggest improvements to our knowledge base articles, FAQs, and other support documentation to facilitate customer self-service
- Participate in support escalations as necessary to ensure timely resolution according to service level agreements
- Collaborate effectively with other teams, including R&D, Legal, and Marketing
- Engage in external events globally
- Commit to continuous learning about both the crypto landscape and Ledger's offerings
Qualifications
- Experience in customer support or a customer-facing role
- A strong 'Customer First' mindset
- Keen interest in cryptocurrencies and blockchain technology
- Excellent written and verbal communication skills in English and Chinese
- Ability to understand hardware and software products and analyze technical data
- Proficiency in Google Workspace and Microsoft Office applications
- Familiarity with customer experience management platforms like Zendesk or Sprinklr is a plus
Benefits
- Equity: Stock options to share in our success
- Flexibility: Hybrid work policy
- Social: Regular social events and refreshments
- Medical: Comprehensive health insurance covering medical, dental, and vision care
- Well-being: Personal development and fitness programs
- Vacation: Five weeks of paid leave annually, plus national holidays
- High tech: Access to advanced office equipment and gadgets
- Transport: Reimbursement for preferred transportation methods
- Discounts: Employee discounts on all products
