Wallet Operation Specialist Full Time (Hybrid)

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 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: 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.