Payroll Service Delivery Manager

Summary

Join Deel, a global leader in international payroll and compliance, and contribute to our mission of connecting companies with talent worldwide. As a Customer Support and Training Specialist, you will provide technical support to both internal and external customers, troubleshoot system issues, and develop training materials. You will manage support queues, liaise with customers via various channels, and optimize system configurations. This role requires strong communication, technical skills, and experience in customer support and training. Deel offers competitive compensation, benefits, and a flexible remote work environment.

Requirements

• 2+ years’ experience delivering customer support and training on technology-based applications
• Exceptional verbal and written communication skills - able to seek and convey information clearly and succinctly
• Technology savvy – able to demonstrate expert levels of prior systems usage and administration
• Good time management – able to prioritise and manage high volume workload
• Patient and empathetic
• Maintains a positive attitude through periods of change
• Open communication with internal team members and business operations to help optimize and support workflows
• You are a flexible team player, and enjoy working on a diverse team
• Enjoy teaching others, be it a customer or a colleague
• Customer obsessed and had significant experience building customer relationships
• Driven, think on your feet and thrive in a fast-paced, challenging environment

Responsibilities

• Supporting Customers on our technology platforms
• Management of the Rostering and Portal support queue
• Liaising with Customers via email, phone and web sessions to help resolve their queries
• Troubleshooting system-based issues with a goal of finding a resolution
• Developing user guides and video tutorials to provide additional support to customers
• Supporting our Internal teams on our technology platforms
• Helping onshore and offshore team members troubleshoot system-based issues with a particular focus on the HumanForce & WorkForce Rostering systems, DEEL platform, and the IWS Portal
• Developing user guides and video tutorials to provide additional support to our Internal team
• System Configuration, testing and optimisation
• Supporting the implementation of new customers on the systems we service them on
• Account creation and configuration (WorkForce, HumanForce, and IWS Portal)
• New development testing to identify bugs
• System optimisation with the goal of making things easier for our team and our customers
• Training our internal teams on new modules/ features which are released through our Portal
• Training new customers on our Rostering and Portal systems
• Training existing customers on new modules/features which are released into our Portal

Preferred Qualifications

Experience with Human Force preferred but not required

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