At a Glance
- Tasks: Support customers by diagnosing and resolving technical issues with our equity management platform.
- Company: Join Ledgy, a dynamic tech company revolutionising equity management in Europe.
- Benefits: Enjoy flexible hours, 25 vacation days, remote work options, and a competitive salary with bonuses.
- Other info: Work in a diverse team from 26 countries, with excellent growth opportunities.
- Why this job: Be the bridge between customers and product teams, making a real impact on user experience.
- Qualifications: 2-4 years in technical support or customer success, with strong attention to detail.
The predicted salary is between 40000 - 50000 £ per year.
At Ledgy, we’re on a mission to make Europe a powerhouse of entrepreneurship by building a modern, tech-driven equity management and financial reporting platform for private and public companies. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to deliver the best experience for our customers and end users. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.
About the role
This role sits at the intersection of our customers, our product, and our engineering team. You're the person customers and internal teams turn to when issues get complex and will own investigations end-to-end and drive them through to resolution. You'll develop deep product expertise, reproduce bugs with precision, and serve as the technical bridge between our customers and product team. We work with AI-powered tools and workflows across our support function, and you'll play an active role in keeping them running well.
What you'll be doing
- Months 1–2: Ramp up and begin to take ownership
- Get up to speed on equity management concepts, Ledgy's product, and our internal tooling with guidance from our Support Lead
- Shadow CSMs on customer calls to gain context on customer needs, pain points, and use cases
- Shadow support specialists on escalated cases and engineering handoffs to understand how we triage and investigate issues end-to-end
- Familiarise yourself with our AI support infrastructure and knowledge base, learning how each component is maintained
- Begin handling support cases independently, focusing on issue reproduction and structured documentation of customer-reported bugs
- Months 3–6: Build technical depth and develop best practices in customer contact
- Take full ownership of support cases across multiple channels, from initial triage through to resolution or engineering handoff
- Reproduce and document customer-reported issues with precision, producing bug reports engineers can act on
- Support the Customer Success team with product queries, learning best practices in customer engagement
- Help maintain and improve our AI support workflows, ensuring automations are running effectively and flagging issues when they arise
- Manage and improve our knowledge base, creating support articles and documentation
- Support integration troubleshooting across our key connectors, gaining hands-on configuration and debugging experience
- Months 6–12: Expand your impact
- Become the go-to product expert, acting as the technical bridge between customer-facing teams and engineering
- Actively maintain and contribute to our AI support workflows
- Identify patterns across support data and translate them into product feedback and process improvements
- Take ownership of special projects that help scale our support function as Ledgy grows
- Deepen your ability to diagnose and scope complex product issues, leveraging the tools available to investigate root causes
What we're looking for
- 2–4 years of experience in technical support or customer success in a B2B or B2C SaaS environment
- Strong attention to detail and a methodical approach to issue diagnosis
- Comfortable reproducing and documenting technical issues with precision, including experience writing bug reports for engineers
- Comfortable working across APIs, integrations, and SaaS infrastructure with a solid technical understanding of how these systems connect
- Excellent written and verbal communication with experience translating complex technical issues for non-technical stakeholders
- Experience with Intercom or a similar customer support platform
- Experience with workflow automation or AI agent tooling (e.g. n8n, Cursor, Claude, or similar)
- A fast learner who ramps up quickly
Nice to have
- Familiarity with employee share plans, cap tables, accounting, or financial instruments
- Experience in Fintech, HR tech, or a similarly adjacent SaaS environment
- Exposure to engineering workflows and tools such as Linear or similar issue tracking platforms
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
Product Support Specialist employer: Ledgy
At Ledgy, we pride ourselves on fostering a dynamic and inclusive work environment that champions innovation and personal growth. With a strong emphasis on professional development, our employees benefit from flexible working hours, generous vacation policies, and a commitment to internal promotions, all while contributing to a mission that empowers entrepreneurship across Europe. Join us in Zurich or London, where you'll collaborate with a diverse team and have the opportunity to make a meaningful impact in the tech-driven equity management space.
