German-Speaking SaaS Support Specialist | AI-Driven Growth

Light; Greater London; Hybrid; GBP 34,000 - 50,000; Full time

Benefits offered by this job

Stock options

Paid annual leave

Company socials

London office amenities

Career growth opportunity

Job summary

Light is seeking a Customer Support Specialist for the DACH region to assist German-speaking customers. You will be the first point of contact for email and chat, handling day-to-day how-to and technical questions that keep finance teams moving.

You'll work alongside our senior Support, closely with Account Management on activation and retention, and leverage AI deflection for routine queries. This role offers growth in a fast-moving startup with an in-office London location.

Qualifications

• Minimum 2 years in customer support in a B2B SaaS environment.
• Fluent in German and English, both spoken and written.
• Experience with ticketing/case management systems (Intercom, Zendesk or similar).
• Excellent communication and problem-solving skills.
• Able to work independently and in a team, with strong attention to detail.

Responsibilities

• Respond to German-speaking customer queries via email and chat.
• Troubleshoot live with customers and join meetings when needed.
• Analyze and report product malfunctions.
• Proactively engage with customers to prevent issues.
• Follow up to ensure issues are fully resolved.
• Identify customer needs and help users get the most from features.
• Share feedback with Account Management, Product, Sales and Marketing teams.

Skills

German fluency

English fluency

Customer support experience

B2B SaaS experience

Communication skills

Problem solving

Independent work

Attention to detail

AI tools familiarity

Multi-tasking

Tools

Intercom

Zendesk

Pylon

Job description

Light is seeking a Customer Support Specialist for the DACH region to assist German-speaking customers. You will be the first point of contact for email and chat, handling day-to-day how-to and technical questions that keep finance teams moving.

You'll work alongside our senior Support, closely with Account Management on activation and retention, and leverage AI deflection for routine queries. This role offers growth in a fast-moving startup with an in-office London location.