Wallet Operations Specialist, Ledger

Ledger

Location:
France; United Kingdom, Paris ▼
London

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

We are seeking a highly skilled and motivated Wallet Operations Specialist to join our dynamic team. The ideal candidate will be responsible for monitoring, managing, and optimising Ledger Wallet performance, and will play a critical role in ensuring operational continuity through real-time system monitoring, alert triage, incident communication and escalation to internal and external stakeholders. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work effectively under pressure.

Job Responsibility:

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
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
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 (e.g., Datadog, 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
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
Social: Annual company outing for Ledgerdary Days, plus 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: XX 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 17, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Wallet Operations Specialist