Job title: Wallet Operation Specialist

Location: Paris, France

About Ledger

We’re a team of experts pushing the limits of what’s possible, united by our common goal to unlock true freedom through digital ownership, making technology accessible for all. We believe in a world where users, creators and enterprises manage their value with ownership and freedom. Our curiosity drives us to innovate, empowering individuals on a global scale. We believe change is constant and our team moves forward as one, with a culture of problem-solving where every employee is empowered and supported to challenge tradition and create solutions. Our mission is simple: to make self-custody accessible and give people the keys to their own financial futures. If you want to make a true impact, we want you to join us at Ledger.

At Ledger, we’re proud to be the global platform for digital assets and Web3, with over 20% of the world’s crypto assets secured through our Ledger devices. With our headquarters in Paris, and offices in Vierzon, Grenoble, Montpellier, London, Portland, Geneva, Zurich and Central Singapore, we have a team of around 600 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 200 countries.

The team:

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.

What you’ll be doing:

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’re 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.

At Ledger, we are dedicated to continually investing in our employees which is why we offer more than just salaries; we provide comprehensive compensation packages that include a wide range of benefits. Here are some of the benefits you can look forward to:

• Flexible work options - Our hybrid policy allows employees to work from home up to 3 times per week

• Health & Wellness support - Health and Life Insurance.

• Financial growth opportunities - Employees can become shareholders in Ledger as well as other financial benefits depending on your country of work.

• Commuter allowance - Ledger offers a commuter allowance to contribute to your preferred means of transportation.

• Learning & Development - A comprehensive suite of training solutions providing a personalised learning experience for every employee.

For regionally specific benefits, your Talent Acquisition contact will be able to provide you with more information.

We’re committed to building an inclusive hiring process. If you need any adjustments or accommodations, just let us know, we’ll do our best to support you.