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About the Role
As our Customer Support Specialist (DACH), you will be the primary contact for German-speaking customers via email and chat, addressing their technical and how-to questions to ensure their finance teams can operate smoothly. You will collaborate with senior support staff and Account Management, focusing on customer activation and retention. Routine inquiries will be handled by AI, allowing you to concentrate on complex issues requiring human intervention. This role is crucial for delivering Light's white-glove, AI-enhanced support model in the rapidly expanding DACH market, building trust and fostering continued growth with our German-speaking clientele.
Responsibilities
- Respond to customer queries in a timely and accurate manner via email or chat.
- Conduct customer meetings and troubleshoot issues live when necessary.
- Analyze and report product malfunctions.
- Proactively engage with customers to resolve issues before they escalate.
- Follow up with customers to ensure complete resolution of technical issues.
- Identify customer needs and guide them on maximizing the use of specific features.
- Share feature requests and effective workarounds with the team.
- Gather customer feedback and disseminate it to Account Managers, Product, Sales, and Marketing teams.
- Collaborate with the learning and development team to maintain accurate help center articles.
- Maintain constant communication with external stakeholders and collaborators via chat and email.
- Work closely with the Account Management team on customer activation and retention.
- Go the extra mile to ensure customer satisfaction.
Requirements
- Minimum of 2 years of customer support experience.
- Experience supporting customers in a B2B SaaS environment.
- Fluent in German and English, both spoken and written.
- Experience using a case or ticket management system (e.g., Intercom, Pylon, Zendesk).
- Excellent communication and problem-solving skills.
- Ability to work independently and as part of a team.
- Proactive attitude and strong attention to detail.
- Enthusiasm for working in an AI-first environment and utilizing AI tools.
- Comfortable managing multiple customer conversations simultaneously.
- Background or experience in finance, accounting, or fintech is a plus.
- Familiarity with ERP or accounting platforms (e.g., NetSuite, SAP, QuickBooks, Xero) is a plus.
Skills
- Customer Support
- B2B SaaS
- German Language Proficiency
- English Language Proficiency
- Ticket Management Systems
- Communication Skills
- Problem-Solving
- Independent Work
- Teamwork
- Proactive Attitude
- Attention to Detail
- AI Tools Utilization
- Multi-tasking
- Finance
- Accounting
- Fintech
- ERP Platforms
- Accounting Platforms
Location
- London
Work Type
- In office
- Full-time
Experience Level
- 2+ years of customer support experience
Salary/Compensations
- Competitive salary + stock options
Benefits
- Generous package of paid annual leave + public holidays
- Regular socials and company off-sites
- In-office amenities at our London hub
- Huge opportunity for career growth
About the Company
- Light is an AI-native finance ERP and general ledger platform that replaces legacy systems for modern finance teams.
- We focus on providing a superior customer experience through finance-expert, white-glove service.
- Our investors include Balderton, Atomico, Cherry Ventures, Seedcamp, and Entrée Capital.
- We are advised by the former CTO of Workday Financials and the Chief Architect of SAP S/4HANA.