Customer Support Specialist (DACH - German speaking)

Job description

Role: Customer Support Specialist (DACH - GERMAN SPEAKING) Team: Customer Success — Support · Reports to: Head of Customer Success Location: London · In office About Light Light is an AI-native finance ERP and general ledger platform, replacing legacy systems like NetSuite and Oracle for modern finance teams. We win not just on product, but on a fundamentally better customer experience, finance-expert, white-glove, and delivered where the customer already works. We're backed by investors including Balderton, Atomico, Cherry Ventures, Seedcamp and Entrée Capital, and advised by the former CTO of Workday Financials and the Chief Architect of SAP S/4HANA. The role Our DACH customers need support in their own language, not just their own timezone. As our Customer Support Specialist (DACH), you'll be the first point of contact for German-speaking customers across email and chat, owning the day-to-day how-to and technical questions that keep their finance teams moving. You'll work alongside our senior Support cover and closely with Account Management on activation and retention. AI deflection handles the routine questions ahead of you; you own what actually needs a person. 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 our Account Managers, Product, Sales and Marketing teams Partner with our learning and development team to keep our help center articles accurate and current Keep constant communication with our external stakeholders and collaborators via chat and email Work closely with our Account Management team on customer activation and retention Take the extra mile, customers remember who went the extra step for them What you'll bring Must have 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, Z…