Customer Support Specialist

Summary

Join Deel, a rapidly growing SaaS company transforming the global talent landscape, and contribute to building the future of work. As a key member of our team, you will play a vital role in providing exceptional customer support, ensuring timely and accurate responses to queries. You will handle complex payroll issues, system integrations, and collaborate with internal teams to resolve challenges. Your expertise in Australian payroll and commitment to outstanding service will be essential. Deel offers a dynamic and inclusive work environment with opportunities for professional growth and development. We are committed to providing fair and competitive compensation and benefits, including stock grant opportunities and flexible remote work options.

Requirements

• Strong verbal and written communication abilities to effectively engage with customers and team members
• Minimum 1 year of experience in Australian Payroll is required
• A strong commitment to providing outstanding service and addressing customer needs positively
• Solid understanding of payroll processes, legislation, and experience in payroll or payroll software support
• Methodical and detail-oriented approach to resolving issues with a strong focus on accuracy
• Ability to work independently and take ownership of tasks while demonstrating a willingness to learn and progress
• Proven ability to work well within a team, fostering effective relationships while being willing to assist colleagues

Responsibilities

• Respond to customer queries promptly and politely, ensuring adherence to service level agreements (SLAs)
• Follow established support communication guidelines in all interactions
• Take ownership of complex topics, such as non-AU payroll and system integrations, as designated by management
• Escalate queries to the appropriate internal teams following defined processes when necessary
• Maintain a response quality score of 90% or higher in QA reviews for customer support interactions
• Meet SLAs for outbound call volume in relation to resolved support tickets
• Contribute feedback for continuous improvement of service delivery platforms
• Prioritize and resolve urgent issues quickly, or escalate them as needed to the right channels
• Understand and apply the correct escalation processes when timely resolutions cannot be achieved
• Engage in ongoing learning about payroll processes and relevant legislation to enhance service delivery

Preferred Qualifications

Familiarity with multiple payroll software applications, SaaS technologies, and tools such as Zendesk, HubSpot, Jira, or Salesforce (preferred but not required)

Benefits

• 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 optional WeWork access