Junior Support Specialist

What you'll be doing

Months 1–2: Ramp up and begin to take ownership

• Become fluent in equity management concepts and Ledgy's product
• Shadow CSMs and support specialists on customer calls
• Complete a comprehensive onboarding program with dedicated mentorship from our Support Lead
• Take ownership of increasingly complex support cases
• Adopt a full suite of AI tools, such as Claude, n8n, Notion AI and more to supercharge your output

Months 3–6: Build a deep knowledge of the product and best practices in customer contact

• Diagnose and resolve customer issues efficiently, developing your technical troubleshooting skills
• Handle customer support requests across multiple channels, building your communication and problem-solving abilities
• Gain hands-on experience setting up and managing integrations
• Develop skills in translating technical issues into clear, actionable insights for engineering teams
• Support the Customer Success team with product queries, learning best practices in customer engagement
• Create support articles and documentation, contributing to our knowledge base

Months 6–12: Expand your impact

• Become a product expert, deepening your understanding of all features and use cases
• Take ownership of special projects, improving our self-service resources
• Begin analysing customer patterns and suggesting process improvements
• Leverage AI-first workflows to develop our low-touch customer support strategy
• Contribute ideas for scaling our support operations as we grow
• Gain exposure to our codebase and technical infrastructure
• Implement new support tools and workflows

What we're looking for

• 1 year of experience in customer service/success in the B2B- or B2C-SaaS industry.
• Demonstrable experience leveraging AI workflows i.e. Claude Cowork to automate complex tasks
• Natural problem-solver with excellent analytical thinking
• Outstanding communication skills - you can explain technical concepts clearly
• Self-motivated learner who's excited to grow with a fast-paced startup
• Hybrid work model (minimum 2 days in the office per week)

Being part of Ledgy means

• Recharge and re-energize with flexible working hours, 25 days of vacation, and up to 40 days of remote work from outside your home country
• We make space for your own professional development, with a generous yearly learning & development budget
• This role will receive a competitive salary + benefits + equity, including a quarterly performance bonus of up to 20% salary
• Join a team that has a track record of promoting internally and rewarding top talent