Job Summary
At Deel, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 2 years
Job Description/Requirements
Duties
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
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) with more than 10 members
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
Preferably with Remote Work experience: You have managed and succeeded overseeing remote teams
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