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 support presence, streamline helpdesk operations, and provide back-office support to our Customer Success Managers (CSMs). This role is ideal for someone who thrives in a fast-paced, international environment and wants to improve how 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 appropriate internal teams, ensuring high-quality data capture and follow-up. - Monitor ticket queues, track resolution status, and escalate time-sensitive issues as 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. - 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 high accuracy. - Identify recurring patterns or workflow inefficiencies 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 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, especially 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 schedule. - Eagerness to learn and adapt to our Tax Reporting solutions. Key Attributes - Highly organized and detail-oriented, able to manage multiple tasks effectively. - Strong problem-solving skills, with the capacity to think critically and troubleshoot complex issues. - Excellent interpersonal skills, with a customer-first mindset. - Ability to work independently and remotely as part of a global team. - Proactive learner and self-developer. - Maintains a calm and professional demeanor under pressure. Why you should decide on us - Join a market-leading SaaS company with a culture of innovation and growth. - Opportunities to take responsibility and participate in international projects. - Various training programs and internal mobility initiatives to enhance your skills and experience. - Supportive team environment across locations and transparent communication. - Engage in team events and a positive working atmosphere. To get a first impression, send us your CV. We look forward to meeting you in a (personal/virtual) interview! We are committed to equal employment opportunities regardless of gender, age, nationality, ethnicity, disability, or sexual identity. Interested? Apply now at About us Regnology is a leading provider of regulatory, risk, and supervisory technology solutions, serving over 7,000 financial institutions and 50 regulators worldwide. We are committed to innovation and excellence in our services. Questions? Contact us at #J-18808-Ljbffr