{"id":314490,"url":"https://alion.io/job/light-customer-support-specialist-dach-german-speaking","title":"Customer Support Specialist (DACH - German speaking)","company":{"id":7310,"name":"Light","domain":"light.co","url":"https://alion.io/company/light","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":102,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Intercom","optional":false},{"name":"Zendesk","optional":false},{"name":"QuickBooks","optional":true},{"name":"Xero","optional":true}],"status":"live","first_seen_at":"2026-09-02T10:53:27Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-05T19:59:52Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":63},"description":"Role: Customer Support Specialist (DACH - GERMAN SPEAKING)\nTeam: Customer Success - Support · Reports to: Head of Customer Success\nLocation: London · In office\nAbout Light\nLight 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.\nThe role\nOur 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.\nWhat you'll do\nRespond to customer queries in a timely and accurate way, via email or chat\n\nJump on customer meetings and troubleshoot live when needed\n\nAnalyze and report product malfunctions\n\nProactively engage with customers to solve issues before they become problems\n\nFollow up with customers to make sure their technical issues are fully resolved\n\nIdentify customer needs and help customers get the most out of specific features\n\nShare feature requests and effective workarounds with the wider team\n\nGather customer feedback and share it with our Account Managers, Product, Sales and Marketing teams\n\nPartner with our learning and development team to keep our help center articles accurate and current\n\nKeep constant communication with our external stakeholders and collaborators via chat and email\n\nWork closely with our Account Management team on customer activation and retention\n\nTake the extra mile, customers remember who went the extra step for them\n\nWhat you'll bring\nMust have\nAt least 2 years of customer support experience\n\nExperience supporting customers in a B2B SaaS environment\n\nFluent in German and English, spoken and written\n\nExperience working with a case or ticket management system (Intercom, Pylon, Zendesk, or similar)\n\nExcellent communication and problem-solving skills\n\nAble to work independently and within a team\n\nA proactive attitude and strong attention to detail\n\nGenuinely excited to work in an AI-first environment, actively using AI tools to move faster, cut repetitive work and have more impact\n\nComfortable multi-tasking across several customer conversations at once\n\nNice to have\nBackground or experience in finance, accounting, or fintech\n\nFamiliarity with ERP or accounting platforms (NetSuite, SAP, QuickBooks, Xero, or similar)\n\nWhat we offer\nA competitive salary + stock options in our fast-growing start-up\nGenerous package of paid annual leave + public holidays\nRegular socials and company off-sites\nIn-office amenities at our London hub\nA huge opportunity for career growth as you help shape a market-defining product\nWhy this role matters\nDACH is one of Light's fastest-growing markets, and this role is what makes our white-glove, AI-leveraged support model real for it. 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