Fintech Support Specialist

Summary

Join Deel, a global leader in international payroll and compliance, and contribute to our mission of connecting companies with talent worldwide. As a key member of our team, you will play a crucial role in resolving payment and card transaction issues for our customers. You will investigate and resolve queries, liaise with third-party partners, and take ownership of issue resolution. Your expertise in troubleshooting technical and non-technical payment issues will be essential. This role requires strong analytical and communication skills, along with experience in handling complex customer escalations. Deel offers a competitive compensation package and benefits, including remote work flexibility and stock grant opportunities.

Requirements

• 3+ years of experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment
• Prior experience in BPO, Call Centres, or Customer Facing Teams
• Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications
• Proven ability to explain complex issues in a manner that is understandable and customer-friendly
• Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues
• Exceptional attention to detail and strong analytical skills
• A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output
• Excellent communication and interpersonal skills, conducive to a team-oriented environment
• Must be based within APAC region

Responsibilities

• Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently
• Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution
• Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved
• Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers
• Provide clear and concise answers to complex technical queries
• Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes
• Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations

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