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.

Job Summary:

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.

Your Mission:

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.

What we are looking for:

• 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

Bonus Points:

• 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’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: 20 days of paid leave per year

• 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.