DACH Customer Support Specialist – AI-Driven, London

Light Inc; Greater London; Presencial; GBP 35.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Stock options

Generous leave & holidays

London office facilities

Descripción de la vacante

Light, an AI-native finance ERP and general ledger platform, is seeking a Customer Support Specialist for the DACH region in London (in-office). You’ll be the first line of contact for German-speaking customers via email and chat, handling day-to-day how-to and technical questions, and collaborating with Account Management on activation and retention.

The role emphasizes joining senior support and cross-functional teams to resolve issues, gather feedback, and improve the help center while

Formación

• Fluent in German and English, both written and spoken.
• 2+ years in customer support, preferably in B2B SaaS.
• Experience with ticketing systems (Intercom, Zendesk, etc.).
• Interest in AI-first approach and using AI tools to improve efficiency.

Responsabilidades

• Respond to customer queries via email and chat in a timely manner.
• Join customer meetings and troubleshoot live when needed.
• Analyze and report product malfunctions and gaps.
• Proactively engage with customers to resolve issues before they escalate.
• Follow up to ensure issues are fully resolved within SLA.
• Identify customer needs and help users get maximum value from features.
• Share feature requests and workaround tips with product and success teams.
• Gather feedback for account managers, product, sales and marketing.

Conocimientos

German language

English language

Customer support

B2B SaaS

Communication

Problem solving

Multitasking

Independent worker

AI tools usage

Herramientas

Intercom

Zendesk

Pylon

Descripción del empleo

Light, an AI-native finance ERP and general ledger platform, is seeking a Customer Support Specialist for the DACH region in London (in-office). You’ll be the first line of contact for German-speaking customers via email and chat, handling day-to-day how-to and technical questions, and collaborating with Account Management on activation and retention.

The role emphasizes joining senior support and cross-functional teams to resolve issues, gather feedback, and improve the help center while