Customer Support Agent

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage, prioritize, and respond to incoming client emails and tickets while adhering to team SLA targets.

• Address daily operational requests on the Lano platform, which includes verifying compliance documents, tracking invoice statuses, processing platform updates, and resolving off-cycle payment queries.

• Take complete ownership of client inquiries and investigate root causes.

• Work in partnership with Payroll Operations, Finance, Compliance, and local payroll partners to address complex issues.

• Ensure accurate customer records are maintained and document support interactions appropriately.

• Keep task tracking updated across Zendesk, Salesforce, and Notion.

• Identify recurring client pain points to enhance team workflows and boost response efficiency.

• Contribute to the development of internal team documentation and FAQs.

⛳️ Requirements

• 1–3 years of professional experience in customer support, client operations, or customer care roles, preferably in B2B SaaS, global payroll, EOR services, or fintech.

• Excellent written and verbal communication skills in English.

• Strong capability to clearly, warmly, and concisely explain complex operational procedures via email.

• Methodical and detail-oriented troubleshooting approach.

• A strong commitment to resolving open tickets in full.

• Self-motivated with the ability to work independently in a distributed, remote team setting.

• Tech-savvy and proficient in navigating ticketing software, CRM systems, and internal communication tools.

• Fluent in English.

• Prior experience with a payroll provider, EOR service, or HR software company is a plus.

• Practical experience using helpdesk tools such as Zendesk, Salesforce, or Intercom is advantageous.

• Basic understanding of global employment compliance, contractor onboarding, or multi-currency invoicing is a plus.

• Applications must be submitted in English.

🏝️ Benefits

• A flexible remote work environment that emphasizes work-life balance.

• Fitness membership with ClassPass.

• 26 days of vacation annually.

• 2 social impact days to support a charity or non-profit of your choice.

• Opportunities for career development and growth within a dynamic startup.

• A collaborative and inclusive company culture with a diverse, international team.