Wallet Operation Specialist

Overview

Job title: Wallet Operation Specialist

Location: London, United Kingdom

We're Ledger, a team of experts pushing the limits of what's possible to unlock true freedom through digital ownership. We aim to make technology accessible for all and empower individuals, creators and enterprises to manage value with ownership and freedom. Our mission is to make self-custody accessible and give people the keys to their own financial futures.

Ledger is the global platform for digital assets and Web3, with a presence across multiple offices and around 600 professionals developing products and services to securely buy, store, swap, grow and manage crypto assets.

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 and its services) from the point of view of the end consumer and the providers delivering Wallet services. The team builds, observes and monitors a broad set of internal, external and customer-related indicators, KPIs and dashboards, and directly observes the Wallet experience. Based on procedures the team investigates issues, alerts when relevant, and directly remediates situations especially partner-related, coordinating with other internal groups and external partners to take action. The team is also a resource for other teams to clarify issues and take actions within their remit. The team contributes to delivering the best possible consumer and partner experience of the current Wallet version, identifies optimisation opportunities and aims to improve consumer and partner satisfaction, engagement, NPS and Ledger revenue.

Responsibilities

As a Wallet Operation Specialist, you will perform the key tasks described in the team mission. You will interface directly with various service providers, stakeholders, support and account management, and multiple teams across Ledger, including customer success, business line management and technology. You will demonstrate curiosity and initiative to identify issues while staying within the agreed roles and procedures in the resolution.

Qualifications

• 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.

Benefits

• 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. If you need any adjustments or accommodations, please let us know and we'll support you.