Customer Support Agent
L
LanoGlobal payroll
Source API remote eligibility restrictions: GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent English
- Experience
- 1–3 years of professional experience in customer support, client operations, or customer care roles
- Required Skills
- SalesforceZendeskTroubleshootingCustomer support
Requirements
- Have 1–3 years of professional experience in customer support, client operations, or customer care.
- Bring experience ideally from B2B SaaS, global payroll, EOR services, or fintech.
- Have excellent written and verbal communication skills in English.
- Explain complex operational procedures clearly and concisely via email.
- Use a methodical, detail-oriented approach to troubleshooting and follow open tickets through to resolution.
- Work autonomously and manage a high-volume ticket queue in a distributed team.
- Be comfortable navigating ticketing software, CRM systems, and internal communication tools.
- Prior payroll provider, EOR service, or HR software experience is a plus.
- Experience with Zendesk, Salesforce, or Intercom is a plus.
- Familiarity with global employment compliance, contractor onboarding, or multi-currency invoicing is a plus.
- German, French, Italian, or Spanish proficiency is an advantage.
Responsibilities
- Triage, prioritize, and respond to incoming client emails and tickets while meeting team SLA targets.
- Handle operational requests on the Lano platform, including verifying compliance documents, tracking invoice statuses, processing platform updates, and addressing off-cycle payment queries.
- Own client inquiries end to end, troubleshoot root causes, and coordinate with internal teams and local payroll partners to resolve multi-step issues.
- Maintain accurate customer records, document support interactions, and keep task tracking up to date in internal tools.
- Identify recurring client friction points and help optimize team workflows and response efficiency.
- Contribute to internal team documentation and FAQs.
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