Customer Support Specialist (DACH - German speaking)

Role: Customer Support Specialist (DACH - GERMAN SPEAKING)

Team: Customer Success — Support · Reports to: Head of Customer Success

Location: London · In office

About 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 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 the company'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 the company enough to keep growing with us.

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