Ledger
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 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 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 . You will play a pivotal role in crafting and executing knowledge management strategies that empower our customers with self-service options and support our Customer Success teams in France, the US and the UK. By understanding their needs and leveraging insights, you will ensure that our internal and external knowledge resources are relevant, accessible, and effective in enhancing the customer experience and aligning with the department's goals and objectives. Your mission Lead strategy development and implementation for managing knowledge to enhance customer self-service and internal resources Direct the Knowledge Team in creating, updating, and organizing accessible internal and external content Collaborate with cross-departmental teams to identify content needs, ensuring alignment with customer requirements and product updates Collaborate with Customer Success team members to create and distribute effective communication materials, such as social media posts, Youtube videos, Help Center content, chatbot improvements Utilize customer feedback and support data to refine knowledge content, aiming to improve customer satisfaction and reduce inquiries Maintain content standards for consistency, accuracy, and relevance across all knowledge materials Advance self-care solutions through AI and machine learning, integrating knowledge content with technical applications Measure the impact of knowledge management initiatives, adjusting strategies based on performance metrics and customer feedback Promote a culture of continuous learning and improvement, fostering innovation within the team and department What we're looking for: Bachelor's degree in communications, marketing, or related field 3+ years of experience in communication or marketing role Strong written and verbal communication skills in English Ability to manage multiple projects simultaneously and meet deadlines Understanding of customer success principles and strategies Ability to work collaboratively with cross-functional teams Be a crypto enthusiast (important) Outstanding dedication to provide exceptional customer care Strong organizational and decision-making skills You are a problem solver and a doer You are a great listener. You care about the feedback you receive from your team members and peers. You're as good at providing clear and constructive feedback What'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 grow Flexibility: A hybrid work policy Social: Frequent social events, snacks and drinks in our Holborn office 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, in addition to national holidays 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'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 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 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 . You will play a pivotal role in crafting and executing knowledge management strategies that empower our customers with self-service options and support our Customer Success teams in France, the US and the UK. By understanding their needs and leveraging insights, you will ensure that our internal and external knowledge resources are relevant, accessible, and effective in enhancing the customer experience and aligning with the department's goals and objectives. Your mission Lead strategy development and implementation for managing knowledge to enhance customer self-service and internal resources Direct the Knowledge Team in creating, updating, and organizing accessible internal and external content Collaborate with cross-departmental teams to identify content needs, ensuring alignment with customer requirements and product updates Collaborate with Customer Success team members to create and distribute effective communication materials, such as social media posts, Youtube videos, Help Center content, chatbot improvements Utilize customer feedback and support data to refine knowledge content, aiming to improve customer satisfaction and reduce inquiries Maintain content standards for consistency, accuracy, and relevance across all knowledge materials Advance self-care solutions through AI and machine learning, integrating knowledge content with technical applications Measure the impact of knowledge management initiatives, adjusting strategies based on performance metrics and customer feedback Promote a culture of continuous learning and improvement, fostering innovation within the team and department What we're looking for: Bachelor's degree in communications, marketing, or related field 3+ years of experience in communication or marketing role Strong written and verbal communication skills in English Ability to manage multiple projects simultaneously and meet deadlines Understanding of customer success principles and strategies Ability to work collaboratively with cross-functional teams Be a crypto enthusiast (important) Outstanding dedication to provide exceptional customer care Strong organizational and decision-making skills You are a problem solver and a doer You are a great listener. You care about the feedback you receive from your team members and peers. You're as good at providing clear and constructive feedback What'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 grow Flexibility: A hybrid work policy Social: Frequent social events, snacks and drinks in our Holborn office 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, in addition to national holidays 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
Ledger
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. 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, connection troubleshooting, RMAs, and much more. 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 in 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 and PowerPoint. Proficiency in Zendesk or Salesforce (Customer Experience Management Platforms) is a plus. What'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 grow. Flexibility: A hybrid work policy. Social: Frequent social events, snacks, and drinks. Medical: Comprehensive health insurance policy offering extensive medical, dental, and vision care coverage. Well-being: Personal development, coaching & fitness with our dedicated partners. Vacation: Five weeks of paid leave per year, in addition to national holidays. 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.
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. 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, connection troubleshooting, RMAs, and much more. 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 in 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 and PowerPoint. Proficiency in Zendesk or Salesforce (Customer Experience Management Platforms) is a plus. What'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 grow. Flexibility: A hybrid work policy. Social: Frequent social events, snacks, and drinks. Medical: Comprehensive health insurance policy offering extensive medical, dental, and vision care coverage. Well-being: Personal development, coaching & fitness with our dedicated partners. Vacation: Five weeks of paid leave per year, in addition to national holidays. 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.