Deel is hiring a
Team Lead, Customer Support

Summary

The job is for a Customer Support Manager at Deel, a global company that helps businesses hire talent worldwide. The role involves leading and managing the customer support team, driving performance management, being the Voice of the Customer, acting as point of escalation for difficult cases, and ensuring adherence to department OKRs/SLAs.

Requirements

• You have empathy and love for helping and coaching people
• You have minimum 2-3 years of experience managing customer support teams (Tech or FinTech environment is a plus)
• Proven experience leading support teams in a high-growth and high-paced environment
• Strong analytical skills: You can turn data insights into projects that positively influence customer satisfaction (CSAT) with our product. You leverage data to improve, build and deprecate processes, making our customer journey seamless and efficient
• A problem solver: You lead by example and foster a ‘can do’ mentality in your team

Responsibilities

• Lead, coach and manage the Customer Support Specialists
• Drive continuous development and performance management of your team
• Be the Voice of the Customer (VoC): use data/feedback from customers, understand their pain points and implement workflow optimisations
• Be a Deel Ambassador and hands-on leader: when needed, act as point of escalation for difficult cases and work directly with customers and other internal stakeholders
• Support our daily operations oversight and ensuring adherence to departments OKRs/SLAs
• Manage scheduling, attendance and other administrative tasks as necessary

Preferred Qualifications

Preferably with Remote Work experience: You have managed and succeeded overseeing remote teams

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