Wallet Operations Specialist

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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 700 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 7.5 millions units already sold in 210 countries.

Team Mission

The Wallet Operations and Optimization Team is responsible for looking at the ongoing performance and experience quality of the Ledger Wallet (the application itself and its services) from the point of view of the end Consumer and the point of View of the Providers delivering the Ledger Wallet services. In order to complete this task, the team will build, observe and monitor a broad set of internal, external and customer related indicators, KPIs and dashboards as well as directly observe the Wallet experience. Based on procedures the team will look for and investigate potential issues, alert, when relevant directly remedy some situations especially partner related, as well as reach out to other internal groups and external partners in order for them to take action. The team is equally a resource for other teams in order to clarify issues and take actions within their remit.

The team will actively contribute to delivering the best possible consumer and partner experience of the current version of the Wallet, contribute to identifying optimisation and ultimately impact consumers and partners satisfaction, engagement, NPS, and Ledger revenue.

Your role :

As a specialist in the team, you perform the key tasks described in the mission. In particular, you will interface directly with various service providers, stakeholders, support and account management, and a large number of key teams in the Ledger organization, in particular within customer success, business line management and technology. Keeping the interest of the consumers and service providers in mind, you will demonstrate a high degree of curiosity and initiative in identifying issues while staying within the agreed roles and procedures in the resolution.

What We Are Looking For:

• Proven experience (2+ years) in a technical customer success, partner/account management, or incident management role.

• Experience assimilating and reviewing data from monitoring and alerting tools (e.g., Datadog, Tableau, Mixpanel).

• Ability to build strong relationships with partners while staying objective and enforcing agreed standards.

• Excellent problem-solving and troubleshooting skills and the ability to work under pressure.

• Strong process management skills and technical literacy, with experience in top-level support for businesses in the tech or blockchain industry.

• Effective communication skills, both written and verbal, with a "Customer-First" attitude.

• A genuine interest in cryptocurrencies and/or blockchain environments.

Bonus Points:

• Knowledge of ITIL or other incident management frameworks.

• ITIL, SRE, or similar operational certifications.

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.

• 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.