客户支持代理（男/女/其他） - 全职
Customer Support Agent (m/f/d) - Full Time
如果你热爱解决运营挑战，提供富有同理心的客户支持，并确保全球客户的日常薪资和平台操作顺畅进行，这个职位适合你。
关于 Lano
Lano 是一个全球薪资平台，使公司能够通过统一的技术层标准化和管理多国家的薪资操作。
你的职责
作为客户支持专员，你将远程全职坐在我们日常客户沟通的第一线。作为电子邮件和工单渠道的主要联系人，你将解决运营咨询，指导客户完成平台流程，并与内部运营和全球合作伙伴协调，确保每项请求都能无缝处理。
主要职责
- 首次接触与队列管理：主动分类、优先处理并回应客户邮件和工单，确保高质量的支持，同时持续满足团队 SLA 目标。
- 运营与薪资任务执行：处理 Lano 平台上的日常运营请求，包括验证合规文件、跟踪发票状态、处理平台更新以及解决非周期性付款查询。
- 独立案件负责：对客户咨询进行全面负责。排查根本原因，并与内部团队（薪资运营、财务、合规）及本地薪资合作伙伴跨职能协作，推动多步骤问题得到解决。
- 数据与系统维护：保持客户记录 100% 准确，详细记录支持互动，并确保在 Zendesk、Salesforce 和 Notion 等内部工具中任务跟踪及时更新。
- 流程优化与知识分享：识别客户重复出现的痛点，帮助优化团队流程，提高响应效率，并为内部团队文档和常见问题解答做出贡献。
你的背景
- 经验：1–3 年客户支持、客户运营或客户服务相关工作的专业经验，最好在 B2B SaaS、全球薪资、EOR 服务或金融科技领域。
- 沟通能力：出色的英语书面和口头沟通能力，能够通过邮件清晰、温暖且简洁地解释复杂的操作流程。
- 思维方式：有条理、注重细节的问题排查思维方式，对彻底解决未结工单有强烈的承诺。
- 适应远程工作：自我驱动，习惯自主工作，能够高效处理高频率的客户请求。
查看英文原文
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.
About Lano
Lano is a global payroll platform enabling companies to standardize and manage multi-country payroll operations through a unified technology layer.
Your Role
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.
Your Profile
- Experience: 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.
- Communication: Excellent written and verbal communication skills in English, with a strong ability to explain complex operational procedures clearly, warmly, and concisely via email.
- Mindset: A methodical, detail-oriented troubleshooting mindset with a strong commitment to seeing open tickets through to full resolution.
- Remote-Ready: Self-motivated and comfortable working autonomously to manage a high-volume ticket queue in a distributed, remote team environment.
- Tech Literacy: Tech-savvy and comfortable navigating ticketing software, CRM systems, and internal communication tools.
- Languages: Fluent English. Proficiency in German, French, Italian, or Spanish is a significant advantage given our global client base.
Nice to Have
- 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.
What We Offer
- 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.
Please submit your application in English.
We value humility and character as much as talent, so please apply even if you feel you only meet part of our listed criteria. Lano is an equal opportunity employer - we celebrate diversity and are committed to creating an inclusive, friendly, and supportive environment where everyone can succeed.
At Lano, we want to maximize each individual’s potential through a continuous learning culture built on trust, commitment, and mutual respect. Just be yourself - you might bring something valuable to the role we didn't initially think of.
If you have any questions or problems, please reach out to us at . However, we do not accept applications via email.
Originally posted on Himalayas