Customer Support Specialist

Summary

Join Deel, a leading global payroll and HR platform, as a Payroll Support Specialist and contribute to the company's mission of unlocking global opportunity. You will be responsible for providing exceptional customer support, resolving payroll-related inquiries, and ensuring adherence to service level agreements. This role requires strong communication skills, a minimum of 1 year of experience in Australian Payroll, and a deep understanding of payroll processes and legislation. You will also be expected to work independently, take ownership of tasks, and collaborate effectively within a team. Deel offers a competitive compensation package, including stock grant opportunities, flexible remote work arrangements, and a commitment to diversity and inclusion.

Requirements

• Strong verbal and written communication abilities to effectively engage with customers and team members
• 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

• Minimum 1 year of experience in Australian Payroll is nice to have
• 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