Junior Support Specialist

About Ledgy

Ledgy is dedicated to fostering entrepreneurship across Europe by providing a cutting-edge equity management and financial reporting platform for both private and public companies. Our ambition is to become the premier provider for European IPOs and share-based payment reporting by 2026. We operate as a value-driven organization, emphasizing humility, transparency, ambition, and impact to ensure an exceptional customer experience. We are proud to have the support of leading global investors, including a Series B funding round led by New Enterprise Associates in 2022. Founded in Switzerland in 2017, Ledgy now operates internationally with offices in Zurich and London, boasting a diverse team from 26 countries speaking 25 languages.

What You'll Be Doing

Months 1-2: Onboarding and Initial Ownership

• Gain proficiency in equity management principles and Ledgy's product offerings.
• Observe Customer Success Managers (CSMs) and support specialists during customer interactions.
• Complete a comprehensive onboarding program with guidance from the Support Lead.
• Gradually take on more challenging support cases.
• Utilize AI tools such as Claude, n8n, and Notion AI to enhance productivity.

Months 3-6: Deep Product Knowledge and Customer Engagement

• Develop strong technical troubleshooting skills to efficiently resolve customer issues.
• Manage customer support requests across various channels, improving communication and problem-solving abilities.
• Acquire practical experience with setting up and managing integrations.
• Learn to translate technical complexities into clear, actionable feedback for engineering teams.
• Assist the Customer Success team with product-related inquiries, learning effective customer engagement strategies.
• Contribute to the knowledge base by creating support articles and documentation.

Months 6-12: Expanding Influence and Impact

• Become a product expert, mastering all features and use cases.
• Lead special projects focused on enhancing self-service resources.
• Analyze customer trends to identify opportunities for process improvements.
• Develop a low-touch customer support strategy using AI-driven workflows.
• Propose ideas for scaling support operations in line with company growth.
• Gain exposure to the company's codebase and technical infrastructure.
• Implement new support tools and operational workflows.

What We're Looking For

• A minimum of one year of experience in customer service or customer success within the B2B or B2C SaaS sector.
• Proven ability to leverage AI workflows, such as Claude Cowork, for automating complex tasks.
• A natural aptitude for problem-solving with strong analytical skills.
• Exceptional communication abilities, with the capacity to articulate technical concepts clearly.
• A self-driven individual eager to learn and grow within a dynamic startup environment.
• Willingness to adhere to a hybrid work model, requiring a minimum of two days per week in the office.

Additional Information

Ledgy offers a supportive work environment with flexible working hours, 25 days of annual leave, and the flexibility to work remotely from outside your home country for up to 40 days per year. We invest in your professional growth through a substantial annual learning and development budget. This position includes a competitive salary, comprehensive benefits, equity options, and a quarterly performance bonus of up to 20% of your salary. We have a strong history of internal promotions and rewarding high-performing employees.