Role: Customer Support Specialist (DACH - GERMAN SPEAKING)Team: Customer Success — Support · Reports to: Head of Customer SuccessLocation: London · In officeAbout LightLight 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 roleOur 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 doRespond to customer queries in a timely and accurate way, via email or chatJump on customer meetings and troubleshoot live when neededAnalyze and report product malfunctionsProactively engage with customers to solve issues before they become problemsFollow up with customers to make sure their technical issues are fully resolvedIdentify customer needs and help customers get the most out of specific featuresShare feature requests and effective workarounds with the wider teamGather customer feedback and share it with our Account Managers, Product, Sales and Marketing teamsPartner with our learning and development team to keep our help center articles accurate and currentKeep constant communication with our external stakeholders and collaborators via chat and emailWork closely with our Account Man.