Customer Support Specialist (DACH - German speaking)

The role

You will be the first point of contact for German-speaking customers via email and chat. You will handle how-to and technical questions to support finance teams.

What you will 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 our learning and development team to keep help center articles accurate and current
• Keep constant communication with external stakeholders and collaborators via chat and email

Required qualifications

• 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
• 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 (NetNetSuite, SAP, QuickBooks, Xero, or similar)

Benefits

• A competitive salary + stock options
• 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

About the company

Light is an AI-native finance ERP and general ledger platform, replacing legacy systems like NetSuite and Oracle for modern finance teams.