At a Glance
- Tasks: Support German-speaking customers via email and chat, solving their finance-related queries.
- Company: Join Light, an innovative AI-native finance platform transforming customer experiences.
- Benefits: Competitive salary, stock options, generous leave, and exciting company socials.
- Other info: Great career growth opportunities in a fast-paced, AI-driven environment.
- Why this job: Be the go-to person for DACH customers, making a real impact in their finance journey.
- Qualifications: 2+ years in customer support, fluent in German and English, B2B SaaS experience.
The predicted salary is between 31500 - 38500 £ per year.
About Light
Light is an AI-native finance ERP and general ledger platform, replacing legacy systems like NetSuite and Oracle for modern finance teams. We win not just on product, but on a fundamentally better customer experience, finance-expert, white-glove, and delivered where the customer already works. We're backed by investors including Balderton, Atomico, Cherry Ventures, Seedcamp and Entrée Capital, and advised by the former CTO of Workday Financials and the Chief Architect of SAP S/4HANA.
The role
Our DACH customers need support in their own language, not just their own timezone. As our Customer Support Specialist (DACH), you'll be the first point of contact for German-speaking customers across email and chat, owning the day-to-day how-to and technical questions that keep their finance teams moving. You'll work alongside our senior Support cover and closely with Account Management on activation and retention. AI deflection handles the routine questions ahead of you; you own what actually needs a person.
What you'll do
- 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
What you'll bring
Must have
- 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
Nice to have
- Background or experience in finance, accounting, or fintech
- Familiarity with ERP or accounting platforms (NetSuite, SAP, QuickBooks, Xero, or similar)
What we offer
- 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
Why this role matters
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.
Customer Support Specialist (DACH - German speaking) in London employer: Light
At Light, we pride ourselves on being an innovative employer that values creativity and collaboration. Our remote work culture fosters a supportive environment where you can thrive, with ample opportunities for personal and professional growth as we redefine the finance function together. Join us in shaping the future of finance while enjoying competitive benefits, including a competitive salary, potential stock options, and generous annual leave.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (DACH - German speaking) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Light. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Light before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist (DACH - German speaking) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Light:Your cover letter is your chance to shine! Tell us why you want to work at Light specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Light!
How to prepare for a job interview at Light
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
