Customer Support Specialist - German & English Speaking

A Customer Support Specialist at Ledger serves as the first point of contact for customers seeking help with our products and services. They provide technical support, ensuring customer satisfaction through effective communication and the resolution of issues related to crypto transactions, troubleshooting, and more.

To thrive as a Customer Support Specialist at Ledger, you need strong written and verbal communication skills in both German and English, a customer-centric mindset, and a good understanding of technical issues. Proficiency in tools like Google Docs, Microsoft Excel, and knowledge of Customer Experience Management platforms like Zendesk or Salesforce would be beneficial.

While previous experience in customer support or a customer-facing role is preferred for the Customer Support Specialist position at Ledger, a strong desire to learn about crypto and a commitment to a 'Customer First' attitude will also be highly regarded.

Working at Ledger as a Customer Support Specialist comes with numerous benefits, including equity options, a flexible hybrid work policy, comprehensive health benefits, personal development opportunities, and generous paid leave. Additionally, you'll enjoy a vibrant office atmosphere in Holborn with social events and snacks!

At Ledger, customer feedback is integral to our product development. As a Customer Support Specialist, you’ll not only help resolve issues but also identify common support trends and relay your findings to our product team to enhance our offerings continuously.

Yes! The Customer Support Specialist position at Ledger includes opportunities to participate in external events worldwide, allowing you to represent our brand and connect with the global community of crypto enthusiasts and customers.

New Customer Support Specialists at Ledger will receive comprehensive training on our products, tools, and support processes, ensuring they are well-prepared to assist customers effectively and stay updated with the fast-paced world of crypto.

In handling a difficult customer situation, I would listen actively to the customer's concerns with empathy, acknowledge their feelings, and reassure them that I'm here to help. I’d work to provide a resolution while remaining calm and focused, ensuring the customer feels valued and heard.

I have experience in technical customer support where I assisted customers in troubleshooting and resolving issues related to software and hardware. I understand the importance of clear communication and providing detailed step-by-step guidance to ensure customer satisfaction.

I admire Ledger's commitment to making digital assets secure and accessible, and I am passionate about being part of a customer-centric team that values continuous improvement based on user feedback. Working with cutting-edge technology in a supportive environment is a perfect fit for me.

At my previous role, I identified recurring issues customers faced and suggested improvements to our FAQ section. By refining the documentation and implementing more effective troubleshooting guides, we reduced response times and empowered customers to self-serve.

I prioritize customer inquiries based on their urgency and impact. I assess which requests require immediate attention and which can be handled through existing documentation or level one responses, ensuring efficient workflow management without compromising quality.

Crypto assets are digital currencies that use cryptography for security, and they are essential in today's financial systems. Understanding their functionalities and the challenges users may experience is crucial for providing exceptional support, as it enables me to empathize with and guide customers effectively.

I have utilized Zendesk extensively to manage customer support tickets, track inquiries, and analyze support trends. I appreciate how it enables efficient communication and allows for effective documentation, helping to streamline our customer support process.

I engage in continuous learning by reading industry blogs, participating in webinars, and following thought leaders in customer support. I also value feedback and insights from my peers, which helps me adapt to new trends and techniques in customer support.

I prefer using integrated support tools like Zendesk or Salesforce for documenting customer interactions, as they facilitate easy tracking and management of customer inquiries. Additionally, I utilize Google Docs for collaborative documentation or creating reports when necessary.

I would proactively engage in various learning resources provided by Ledger, such as internal training, product documentation, and hands-on experience. Additionally, I’d stay updated by participating in external events and collaborating closely with product teams to enhance my knowledge.