When the question is “are my savings safe?”, every minute of waiting feels like an hour. In crypto security, support is part of the product.

The company

Ledger is a French company that makes hardware wallets: small devices that keep the private keys of crypto-assets offline, out of reach of hackers. Founded in Paris in 2014, it became one of the global references in digital-asset security, with millions of devices sold worldwide.

Context

Many Ledger customers are new to the technology. For them, every question about security feels urgent, and a slow answer can turn into fear or a lost customer.

The challenge

Level-1 support was absorbing a growing volume of tickets, many of them about the same questions. Each repeated ticket cost agents time and left customers waiting on topics where waiting feels risky.

What I did

• Mapped the support flows end to end: where tickets came from, where they got stuck, which ones came back.
• Redesigned the level-1 flows and processes: triage, routing, escalation rules and reusable answers.
• Fixed the causes upstream, with the product and documentation teams, so that frequent questions found an answer before they became tickets.

What changed

The best ticket is the one that never needs to be opened. Support quality is decided upstream, in the product and the documentation.

What I keep