Ledgy - Junior Support Specialist
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Requirements
• 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
Responsibilities
• 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
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