light-inc - Customer Support Specialist (DACH - German speaking)
Requirements
• 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 • Background or experience in finance, accounting, or fintech • Familiarity with ERP or accounting platforms (NetSuite, SAP, QuickBooks, Xero, or similar)
Responsibilities
• 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
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 • DACH is one of Light's fastest-growing markets, and this role is what makes our white-glove, AI-leveraged support model real for it. You're the person a German-speaking finance team turns to when something isn't working, and the reason they trust Light enough to keep growing with us.
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