Product Support Specialist, Ledgy
2+ days a week in office
Equity management platform
Job no longer available
Equity management platform
21-100 employees
Job no longer available
2+ days a week in office
21-100 employees
Company mission
To democratise ownership one company at a time.
Role
Who you are
- Have 1 year of experience in Customer Service/Success in the B2B- or B2C-SaaS industry (exceptional graduates also considered)
- Have a strong interest in technology and SaaS products
- Are a natural problem-solver with excellent analytical thinking
- Have excellent communication skills - you can explain technical concepts clearly
- Are a self-motivated learner who's excited to grow with a fast-paced startup
What the job involves
- As a Product Support Specialist at Ledgy, your mission is to provide exceptional product related support to our customers. You are the backbone of our customer experience team and are key to delivering a world-class customer experience
- Months 1-2: Ramp up and begin to take ownership
- Become fluent in equity management concepts and Ledgy's product
- Shadow Senior 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
- 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 models 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
Salary benchmarks
Our take
Ledgy was founded as an equity management platform for high-growth companies, allowing them to focus first and foremost on growth by handling cap tables, employee participation plans, and investor relations. It also offers investors a personalised dashboard which allows modelling flexible funding scenarios, valuations and exits.
The company realised that manual Excel-based processes or inflexible legacy systems aren't optimally efficient for high-growth companies. They often make equity plan management a full-time job, taking time away from company growth. Ledgy's key features include document handling automation, legally compliant document signing, customised PDF investor reports and scenario modelling. In doing this, it takes a privacy and security-first approach.
Ledgy now has hundreds of high-growth clients, including NA-KD, Dott, yamo, and Codility, offering products for finance, human resources, and investors. In addition, Ledgy has a comprehensive sustainability policy: its office is driven by a green energy provider, its servers run on Google's renewable energy infrastructure, and it's working to become carbon neutral through partnerships with the likes of SeaO2, an ocean carbon removal company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2022
$25.4m
SERIES B
Sep 2021
$10m
SERIES A
Total funding: $36.6m
Company benefits
- Stock options
- Flexible working hours
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Learning and development budget
- Offsites twice a year
Company HQ
Aldgate East
Leadership
Yoko Spirig
(Co-Founder & CEO)Studied Physics at ETH Zurich, before the University of Oxford and CERN. Co-founded Ledgy in 2017 after helping build the first Hyper-loop pod in Switzerland at Swissloop.
Timo Horstschaefer
(Co-Founder & CTO)Studied a Masters in Theoretical and Mathematical Physics, before becoming a researcher in robotics.
Ben-Elias Brandt
(Co-Founder & CPO)Completed a Masters in battery research before becoming a Research Assistant at ETH Zurich. Joined Shaper Impact Capital as a Country Lead.
Armon Bättig
(Co-Founder & CCO)Previously worked in Business Analytics at Procter & Gamble. Also spent nearly 4 years at ETH Zurich Industry Relations in various Project roles.
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