Helpdesk & Customer Success Operations Agent

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.

• 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.

• 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.

• 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.

• 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.

• Let’s grow together, join our 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 different locations and countries and transparent communication across all levels. 
• Together we're better - meet your colleagues at our numerous team events