Product Support Specialist

Ledgy; London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A tech-driven equity management platform in London is seeking a Product Support Specialist to deliver exceptional product-related support to customers. The role involves diagnosing customer issues, managing support requests, and sharing insights with engineering teams. Candidates should have experience in Customer Service/SaaS and strong analytical and communication skills. This position operates on a hybrid work model.

Qualifications

• 1 year of experience in Customer Service/Success in the B2B- or B2C-SaaS industry.
• Strong interest in technology and SaaS products.
• Natural problem-solver with excellent analytical thinking.

Responsibilities

• Provide exceptional product-related support to customers.
• Diagnose and resolve customer issues efficiently.
• Handle customer support requests across multiple channels.

Skills

Customer Service experience

Analytical thinking

Technical troubleshooting

Communication skills

Job description

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. In 2025, we aim to be the leading provider for European IPOs and reporting for share-based payments. We are a value-based company with a core focus on being humble, transparent, ambitious and impactful, all in order to delivery the best experience for our customers and end users.

We are proud to partner with some of the world's leading investors. New Enterprise Associates led our $22m Series B round in 2022, with Philip Chopin joining Sequoia's Luciana Lixandru on our board.

We were founded in Switzerland in 2017 and today we operate globally from offices in Zurich and London. We encourage diversity and are an international team coming from 26 different countries and speaking 25 different languages.

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
  
  

You'll be a great fit if you:

• 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
  
  

Please note: this role is based in London, UK. We use a hybrid work model of minimum 2 days in the office per week