Associate Director of Client Customer Support

Summary

Join Deel's growing global team as a Customer Client Support Team Lead! Lead and manage the Customer Client Support Team, focusing on performance and key metrics. Develop frameworks and dashboards to monitor performance, drive SLA/KPI delivery, and establish high customer communication standards. Collaborate with cross-functional teams to improve products and services based on customer feedback. Implement innovative support channels and initiatives to enhance customer experience. This role requires extensive experience managing 24/7 support teams, strong people management skills, and a data-driven approach to process improvement.

Requirements

• 8 years experience managing 24/7 complex support teams (Customer Success or Fintech environment is a major plus) with experience in a SaaS space
• Strong people management skills, with the ability to mentor, motivate, and drive high performance within a diverse team, with 5+ years of experience in people management
• Proven experience leading and scaling technical teams in a high-growth and high-paced environment
• Strong analytical skills turning data insights into projects that positively influence customers satisfaction
• A love for processes and optimization: we need to build more processes to match our growing team, while optimizing our existing ones; you will need to be hands-on and experienced on creating customer journeys/workflows
• Speed of execution is key to be a success in this role, hours and days rather than weeks is the focus and name of the game at Deel in process improvement and new projects to enhance experience
• Exceptional communication and problem-solving skills with a customer-centric approach
• Ability to lead process improvement initiatives with a focus on efficiency and quality
• Collaborative mindset, with experience working closely with cross-functional teams to solve customer issues effectively

Responsibilities

• Lead and manage the Customer Client Support Team, maintaining direct responsibility over the performance of the Pod Manager and Team Leads
• Develop frameworks and dashboards to monitor and report on key performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT)
• Drive and monitor delivery of SLA’s, KPI’s and Quality metrics
• Establish high standards for customer communication and issue handling to maintain an exceptional support experience
• Establish a customer-first team mentality and approach, continuously seeking ways to improve customer sentiment and loyalty
• Partner with CX team leads and Account Management to ensure that complex issues receive coordinated support across all customer-facing teams
• Champion customer feedback collection to identify opportunities to improve Intellum products and services
• Work closely with cross-functional teams, including Operational Excellence, Customer Success, Product, PRM and HRX teams,to align on broader company initiatives and share insights on customer sentiment and product utilization
• Create innovative and industry first support channels and opportunities and continue to level up the client experience, with an emphasis on experience first
• Define and implement customer support initiatives using data/feedback from customers to implement new initiatives that increase satisfaction and retention

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available