[Hiring] Customer Support Agent @Lano Software GmbH

Role Description

If you love solving operational challenges, providing empathetic client support, and ensuring seamless day-to-day payroll and platform execution for global clients, this role is for you.

As a Customer Support Agent, you will sit on the front lines of our daily client communications on a full-time, remote basis. Operating as a primary point of contact across email and ticketing channels, you will resolve operational inquiries, guide clients through platform workflows, and coordinate with internal operations and global partners to ensure every request is handled seamlessly.

Key responsibilities

• First-Contact & Queue Management: Actively triage, prioritize, and respond to incoming client emails and tickets, ensuring high-quality support while consistently meeting team SLA targets.
• Operational & Payroll Task Execution: 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.
• Independent Case Ownership: Take end-to-end ownership of client inquiries. Troubleshoot root causes and collaborate cross-functionally with internal teams (Payroll Operations, Finance, Compliance) and local payroll partners to drive multi-step issues to resolution.
• Data & System Hygiene: Maintain 100% accurate customer records, document support interactions thoroughly, and ensure task tracking is up to date across internal tools like Zendesk, Salesforce, and Notion.
• Process Optimization & Knowledge Sharing: Identify recurring client friction points to help optimize team workflows, improve response efficiency, and contribute to internal team documentation and FAQs.

Qualifications

• 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, with a strong ability to explain complex operational procedures clearly, warmly, and concisely via email.
• A methodical, detail-oriented troubleshooting mindset with a strong commitment to seeing open tickets through to full resolution.
• Self-motivated and comfortable working autonomously to manage a high-volume ticket queue in a distributed, remote team environment.
• Tech-savvy and comfortable navigating ticketing software, CRM systems, and internal communication tools.
• Fluent English. Proficiency in German, French, Italian, or Spanish is a significant advantage given our global client base.

Requirements

• Prior experience working with a payroll provider, EOR service, or HR software company.
• Practical experience using helpdesk tools such as Zendesk, Salesforce, or Intercom.
• Basic familiarity with global employment compliance, contractor onboarding, or multi-currency invoicing.

Benefits

• 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.