German-Speaking DACH Support Specialist — AI-Driven SaaS

Light Inc; Greater London; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Stock options

Paid annual leave + public holidays

In-office amenities in London hub

Job summary

Light Inc. in London is seeking a Customer Support Specialist (DACH) to be the first contact for German-speaking customers via email and chat, owning day-to-day questions and solving technical issues with a human touch.

You will collaborate with Account Management on activation and retention in an AI-first support model. We value at least 2 years in SaaS customer support, fluent German and English, and experience with ticket systems like Intercom or Zendesk.

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 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.
• Proactive attitude and strong attention to detail.
• Excited to work in an AI-first environment and use AI tools to reduce repetitive work.

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 to ensure issues are fully resolved.
• Identify customer needs and help maximize feature use.
• Share feature requests and workarounds with the team.
• Gather feedback for Account Managers, Product, Sales and Marketing teams.
• Collaborate with learning and development to keep help center articles current.
• Maintain steady communication with external stakeholders via chat and email.
• Work with Account Management on activation and retention.
• Go the extra mile to leave a lasting impression.

Skills

German fluency

English fluency

Customer support

Intercom/Pylon/Zendesk

Communication

Problem solving

Independence

AI-assisted work

Multi-tasking

Tools

Intercom

Pylon

Zendesk

Job description

Light Inc. in London is seeking a Customer Support Specialist (DACH) to be the first contact for German-speaking customers via email and chat, owning day-to-day questions and solving technical issues with a human touch.

You will collaborate with Account Management on activation and retention in an AI-first support model. We value at least 2 years in SaaS customer support, fluent German and English, and experience with ticket systems like Intercom or Zendesk.