Customer Support Specialist - Russian & English Speaking

We're making the world of digital assets accessible and secure for everyone. Join the mission.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 500 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 million 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.Ledger is first and foremost a customer-centric company. We build solutions for our customers and continually use their feedback to improve our products and keep growing. As part of the Customer Support team, you will be the first point of contact between our customers and the Ledger team, providing quick and efficient technical support and ensuring customer satisfaction.The requests you will receive will be related to Ledger products and services, and will require patience and compassion to meet customers wherever they are in their learning journey. Issues encountered will span our products and services, from transaction issues to connection troubleshooting, RMAs, and much more.Your missionEnsure customer satisfaction & reply to day-to-day customer requestsCommunicate clearly and concisely: write clear and well-structured documentation on service tickets and follow up to ensure resolutionIdentify recurring support trends and product performance issues, providing timely feedback to our product teamWork 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 possibleBe involved in support escalations as required to ensure timely resolution according to SLAs on technical productsCommunicate clearly and work effectively with other teams and departments, such as our R&D, Legal, and Marketing teamsParticipate in external events around the worldAlways 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 edgeWhat we're looking forPrevious experience in customer support or in a customer-facing roleMust have a “Customer First” attitudeStrong interest in cryptocurrencies and/or blockchain environmentsOutstanding written and verbal skills in English and RussianAbility to learn about hardware & software products and to analyze technical and/or factual dataProficiency in Google Docs, Sheets, Slides, Forms as well as Microsoft Excel and PowerPointProficiency in Zendesk or Salesforce (Customer Experience Management Platforms) is a plusWhat's in it for you?Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we growFlexibility: A hybrid work policySocial: Frequent social events, snacks, and drinksMedical: Comprehensive health insurance policy offering extensive medical, dental, and vision care coverageWell-being: Personal development, coaching & fitness with our dedicated partnersVacation: Five weeks of paid leave per year, in addition to national holidays and rest & relaxation (RTT) daysHigh tech: Access to high-performance office equipment and gadgets, including Apple productsTransport: Ledger reimburses part of your preferred means of transportationDiscounts: Employee discount on all our productsWe are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability, or age. #J-18808-Ljbffr