Helpdesk & Customer Success Operations Agent

Permanent employee, Full-time · Colombia, remote

What you'll do

We are looking for a structured, reliable, and detail-oriented individual to join our Customer Success team as a Helpdesk & Customer Success Operations Agent (Remote). In this fully remote role, you will serve as a first-line contact for client support, primarily covering North American clients, while contributing to 24/7 global service coverage as part of a Follow the Sun (FTS) model.
As one of the first hires in your region, you will play a key role in helping us scale our global support presence, streamline helpdesk operations, and provide back-office support to our Customer Success Managers (CSMs). This is a role for someone who thrives in a fast-moving, international environment and wants to help improve the way we support and serve our clients.

 Your key accountabilities are:
Helpdesk & Client Support

Act as the first point of contact for client inquiries via platforms like Jira Service Desk, Zendesk, or similar.
Triage and route tickets efficiently to the right internal teams, ensuring high-quality data capture and follow-up.
Monitor ticket queues, track resolution status, and escalate time-sensitive issues where needed.
Keep all client interactions and internal updates well-documented and easy to follow.

Customer Success Operations

Provide back-office support to Customer Success Managers (CSMs) through CRM maintenance, meeting coordination, follow-up tracking, and internal workflows.
Help ensure accurate records and consistent updates across systems for full customer visibility.
Assist in improving internal CS processes, templates, and playbooks as the organization scales.

Global Coordination & Internal Operations

Participate in a rotating on-call schedule to support time-sensitive tickets outside regular hours.
Collaborate across time zones with APAC and EMEA teams as part of a Follow the Sun support model.
Contribute to internal reporting, operational documentation, and data entry tasks with a high standard of accuracy.
Identify recurring patterns or inefficiencies in workflows and suggest improvements.

Why we should decide on you

Qualifications

Bachelor's degree in Business Administration, Economics, Taxation, or a related field.
A proactive mindset and motivation to grow – this role welcomes junior professionals who are eager to build expertise in financial services and tax reporting, even if they’re just starting out
Understanding of capital markets, financial instruments, and general taxation rules, including double tax treaties.
Strong analytical skills with a high affinity for numbers.
Proficiency in Microsoft Office tools, particularly Excel; familiarity with Jira and Confluence is a plus.
Excellent communication skills in English, both written and verbal; German language skills are a plus.
Experience with Scrum and agile working methods is advantageous.
Willingness to participate in on-call support according to the agreed timeline.
Eagerness to learn and adapt to our Tax Reporting solutions.

Key Attributes

Highly organized and detail-oriented, with the ability to manage multiple tasks and priorities effectively.
Strong problem-solving skills, with the capacity to think critically and troubleshoot complex issues.
Excellent interpersonal skills, with a customer-first mindset focused on delivering exceptional service.
Ability to work independently and as part of a global, remote team.
Demonstrates a proactive approach to learning and personal development.
Maintains a calm and professional demeanor under pressure while managing incidents or troubleshooting issues.

Why you should decide on us

Let’s grow together, join a market leading SaaS company – our agile character and culture of innovation enables you to design our future.
We provide you with the opportunity to take on responsibility and participate in international projects.
In addition to our buddy-program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas. 
Our internal mobility initiative encourages colleagues to transfer cross functionally to gain experience and promotes knowledge sharing.
We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels. 
Together we're better - meet your colleagues at our numerous team events.

To get a first impression, we only need your CV and look forward to meeting you in a (personal/virtual) interview!
Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.
Are you interested? Apply now!
https://www.regnology.net
Role ID- CS_2025_34

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About us

Regnology is a leading technology firm on a mission to bring safety and stability to the financial markets. With an exclusive focus on regulatory reporting and more than 7,000 financial institutions, 30 regulators and 20 tax authorities as clients, we’re uniquely positioned to bring greater data quality, efficiency, and cost savings to all market participants. With over 900 employees in 12 countries and a unified data ingestion model powering our work, our clients can quickly implement and derive value from our solutions and easily keep pace with ongoing regulatory changes. For more information visit www.regnology.net

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We are looking forward to hearing from you!

Thank you for your interest in Regnology. Please fill out the following short form. Should you have difficulties with the upload of your data, please send an email to recruiting@regnology.net.