Lano

Customer Support

• Triage, prioritize, and respond to incoming client emails and tickets while meeting team SLA targets.
• Handle day-to-day operational requests on the Lano platform, including verifying compliance documents, tracking invoice statuses, processing platform updates, and addressing off-cycle payment queries.
• Take end-to-end ownership of client inquiries and troubleshoot root causes.
• Collaborate with Payroll Operations, Finance, Compliance, and local payroll partners to resolve multi-step issues.
• Maintain accurate customer records and document support interactions.
• Keep task tracking up to date across Zendesk, Salesforce, and Notion.
• Identify recurring client friction points to optimize team workflows and improve response efficiency.
• Contribute to internal team documentation and FAQs.

Customer Support Agent