Ledger is hiring a
Web3 User Feedback & Triage Program Manager

Compensation: $98k - $157k estimated

Location: Portland, United States

User Feedback & Triage Program Manager

Portland, United States
Go to Market – Customer Support /
Permanent contract / CDI /
Hybrid

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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 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 6 millions units already sold in 200 countries. 

At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here. 

The Customer Success team at Ledger is dedicated to translating user feedback into actionable insights, ensuring exceptional customer experiences and continuous product improvement. Our work directly impacts the strategic development of Ledger's offerings, driving customer satisfaction and company growth.

Your mission

    • Lead the user feedback program, ensuring all feedback (internal and external) is accurately reported, triaged, categorized, and distributed to the appropriate teams (Product, Engineering, etc.) within Ledger
    • Develop a scalable triage structure aligned with and directly supporting Ledger’s strategic objectives
    • Monitor Triage KPIs (SLAs, Resolution Time, etc.) and hold owner teams accountable for quick resolution of top issues
    • Regularly communicate the status, impact, and mitigation plans of top issues to Customer Success teams and key stakeholders through the Voice-of-the-Customer initiative
    • Establish the foundations for successful Beta Programs within Ledger, enabling teams to validate if completed products fulfill their intended value propositions
    • Collaborate with various Product Teams to design and launch successful beta programs
    • Provide regular project updates, risk assessments, and mitigation plans to appropriate management channels, escalating issues when necessary
    • Ensure the flawless execution of Beta projects by coordinating internal resources and third parties/vendors
    • Gather and analyze feedback from beta participants at key project milestones, crafting the customer experience story and presenting recommendations to product teams
    • Identify, escalate, and monitor bugs and issues until resolution, maintaining clear communication with stakeholders throughout the process
    • Train Customer Success teams to triage issues arising from Products in the Beta Program
    • Create and maintain comprehensive Triage Program documentation.

What we're looking for:

    • At least 2 years of experience in Field Service, Customer Success, or a related Customer Support role
    • Proven track record of coaching a team in a fast-paced environment, with a focus on autonomous execution
    • Strong organizational, time management, and prioritization skills
    • High empathy and relationship-building skills
    • Excellent analytical, quantitative reasoning, problem-solving, creativity, and strategic thinking skills
    • Engaging presentation >
    • Superior organizational skills with the ability to track and support multiple projects; very detail-oriented
    • Passionate about cryptocurrency (important)
    • Ability to understand and learn about hardware and software products
    • Experience in implementing effective communication flows to accommodate different time zones, particularly between the US and France HQ, is a key advantage

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
    • Social: Frequent social events, snacks and drinks
    • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
    • Retirement: 401k with employer match
    • Well-being: Personal development, coaching & fitness with our dedicated partners
    • Vacation: 25 days 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.
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Ledger

Compensation: $98k - $157k estimated

Location: Portland, United States

This job is closed

Benefits: 401k, Medical Insurance

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