Customer Support Specialist (DACH - German speaking)
Job description
Customer Support Specialist for German-speaking (DACH) customers of an AI-native finance ERP platform, acting as first point of contact via email and chat. The role owns day-to-day how-to and technical questions and works closely with Account Management on activation and retention.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- On-site · London, United Kingdom
- Languages
- German – fluent, English – fluent
What you'll do
- Respond to customer queries in a timely and accurate way, via email or chat
- Jump on customer meetings and troubleshoot live when needed
- Analyze and report product malfunctions
- Proactively engage with customers to solve issues before they become problems
- Follow up with customers to make sure their technical issues are fully resolved
- Identify customer needs and help customers get the most out of specific features
- Share feature requests and effective workarounds with the wider team
- Gather customer feedback and share it with Account Managers, Product, Sales and Marketing teams
- Partner with the learning and development team to keep help center articles accurate and current
- Keep constant communication with external stakeholders and collaborators via chat and email
- Work closely with the Account Management team on customer activation and retention
- Take the extra mile for customers
What we're looking for
- At least 2 years of customer support experience
- Experience supporting customers in a B2B SaaS environment
- Fluent in German and English, spoken and written
- Experience working with a case or ticket management system (Intercom, Pylon, Zendesk, or similar)
- Excellent communication and problem-solving skills
- Able to work independently and within a team
- A proactive attitude and strong attention to detail
- Genuinely excited to work in an AI-first environment, actively using AI tools to move faster, cut repetitive work and have more impact
- Comfortable multi-tasking across several customer conversations at once
Nice to have
- Background or experience in finance, accounting, or fintech
- Familiarity with ERP or accounting platforms (NetSuite, SAP, QuickBooks, Xero, or similar)
Your team
Customer Success — Support
Reports to the Head of Customer Success; works alongside senior Support cover and closely with Account Management.
Benefits
- A competitive salary + stock options in our fast-growing start-up
- Generous package of paid annual leave + public holidays
- Regular socials and company off-sites
- In-office amenities at our London hub
- A huge opportunity for career growth as you help shape a market-defining product
Apply
Direct apply at Light Inc
Opens the job posting at Light Inc
About Light Inc
AI-native finance ERP and general ledger platform
Light is an AI-native finance ERP and general ledger platform, replacing legacy systems like NetSuite and Oracle for modern finance teams. It wins on a fundamentally better customer experience, finance-expert, white-glove, and delivered where the customer already works.
Key facts
- Finance ERP / software
- Backed by investors including Balderton, Atomico, Cherry Ventures, Seedcamp and Entrée Capital
- Advised by the former CTO of Workday Financials and the Chief Architect of SAP S/4HANA
- DACH is one of Light's fastest-growing markets