AI-Driven German-Speaking SaaS Support Specialist (DACH)

United States Digital Space LLC; Greater London; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Stock options

Paid leave

Social events

London hub amenities

Career growth

Job summary

LightLight is seeking a Customer Support Specialist (DACH) to serve German-speaking customers from our London office. You will be the primary contact for day-to-day how-to and technical questions, working with Account Management on activation and retention.

You will handle email and chat, diagnose issues, and help customers maximize the value of our AI-native finance ERP platform. A strong fit includes 2+ years in B2B SaaS support and fluency in German and English.

Qualifications

• At least 2 years of customer support experience.
• Experience in a B2B SaaS environment.
• Fluent in German and English, spoken and written.

Responsibilities

• Respond to customer queries in a timely and accurate way via email or chat.
• Join 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 ensure issues are fully resolved.
• Identify customer needs and help customers get the most out of features.
• Share feature requests and workarounds with the team.
• Gather customer feedback for Account Managers, Product, Sales and Marketing.
• Keep help center articles accurate and current with Learning & Development.
• Maintain communication with external stakeholders via chat and email.
• Collaborate with Account Management on activation and retention.

Skills

German fluency

English fluency

Customer support

B2B SaaS experience

Communication skills

Problem solving

Independent worker

AI tools

Multi-tasking

Tools

Intercom

Zendesk

Pylon

Job description

LightLight is seeking a Customer Support Specialist (DACH) to serve German-speaking customers from our London office. You will be the primary contact for day-to-day how-to and technical questions, working with Account Management on activation and retention.

You will handle email and chat, diagnose issues, and help customers maximize the value of our AI-native finance ERP platform. A strong fit includes 2+ years in B2B SaaS support and fluency in German and English.