Customer Support Agent

Lano

. Triage, prioritize, and respond to incoming client emails and tickets while meeting team SLA targets.

Posted 9/29/2026full-timeRemote • GermanyJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong client operations capabilities with a focus on troubleshooting, effective communication, and collaboration across teams. Proficient in managing customer inquiries and optimizing workflows within a B2B SaaS or payroll context.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencySalesforce ProficiencyTroubleshooting SkillsB2B SaaS Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client OperationsTroubleshootingCompliance VerificationInvoice TrackingMulti-Currency Invoicing

Soft Skills

Excellent CommunicationDetail-OrientedSelf-MotivatedAutonomous Work

Tools & Technologies

ZendeskSalesforceNotionIntercom

Industry Keywords

Global PayrollEOR ServicesFintechCustomer CareHelpdesk Tools

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

1–3 years of professional experience in customer support, client operations, or customer care roles, ideally within B2B SaaS, global payroll, EOR services, or fintech.
Excellent written and verbal communication skills in English.
Strong ability to explain complex operational procedures clearly, warmly, and concisely via email.
Methodical, detail-oriented troubleshooting mindset.
Strong commitment to seeing open tickets through to full resolution.
Self-motivated and comfortable working autonomously in a distributed, remote team environment.
Tech-savvy and comfortable navigating ticketing software, CRM systems, and internal communication tools.
Fluent English.
Prior experience working with a payroll provider, EOR service, or HR software company is nice to have.
Practical experience using helpdesk tools such as Zendesk, Salesforce, or Intercom is nice to have.
Basic familiarity with global employment compliance, contractor onboarding, or multi-currency invoicing is nice to have.
Application must be submitted in English.

Benefits

Comp & perks

A flexible remote work environment that values work-life balance.
Fitness membership with ClassPass.
26 days of vacation per year.
2 social impact days to support a charity or non-profit of your choice.
Career development and growth within a dynamic startup.
Collaborative and inclusive company culture and a diverse, international team.