Associate Director of Client Customer Support

Summary

Join Deel's growing global team as a Customer Client Support Team Lead! You will lead and manage the Customer Client Support Team, developing frameworks and dashboards to monitor key performance metrics. Drive the delivery of SLAs, KPIs, and quality metrics while establishing high standards for customer communication. Partner with cross-functional teams to ensure coordinated support and champion customer feedback to improve products and services. Create innovative support channels and implement data-driven initiatives to increase satisfaction and retention. This role requires extensive experience managing 24/7 support teams in a SaaS environment.

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