Wallet Operation Specialist, Ledger

Ledger

Location:
United Kingdom, London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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 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.

Job Responsibility:

Performance Monitoring and Incident Response: Monitor system alerts/performance per playbooks to identify incidents. Lead incident management, coordinating with cross-functional/OOH teams for efficient resolution. Collaborate with SREs/platform teams to improve alerts/monitoring. Document incident details
Communication and Reporting: Coordinate incidents between internal teams (Engineering, SRE, Security, Customer Support) and external partners. Ensure shift updates are given to all stakeholders and out-of-hours teams for transparency. Escalate critical issues, provide status updates, and prepare incident reports and post-incident reviews for improvement
Partner Management: Collaborate with partner support to confirm outages, share telemetry, and track resolutions. Support direct connectivity Button customers (dApp and wallet-powered experiences, channel partners), driving their responses and actions. Utilize proprietary monitoring tools, partner feedback, and customer success outreach to detect/address issues, maintaining high service and reliability standards

Requirements:

Proven experience (2+years) in a technical customer success, partner and/or account management or incident management role
Experience with monitoring and alerting tools (eg. Datadob, Tableau etc)
Capacity to build solid relationships with partners while staying objective and enforcing agreed standards
Excellent problem-solving & 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 and A ‘Customer First’ attitude
An interest or curiosity for cryptocurrencies and/or blockchain environments

Nice to have:

Familiarity with monitoring tools and software
Knowledge of ITIL or other incident management frameworks
Proficiency in Google Workplace suite (Docs, Sheets, Slides, Forms)
ITIL, SRE, or similar operational certifications

What we offer:

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

Additional Information:

Job Posted:
June 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Wallet Operation Specialist