Team Lead, Client Support (EMEA) at deel (Remote)

Customer service
April 26, 2024
Full Time
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Job Description

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily.

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers.

Duties

  • Lead, coach, and manage the Client 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 optimizations
  • Be a Deel Ambassador and hands-on leader: when needed, act as the point of escalation for difficult cases and work directly with customers and other internal stakeholders
  • Support our daily operations oversight and ensure adherence to departmental OKRs/SLAs
  • Manage scheduling, attendance, and other administrative tasks as necessary

Requirements

  • You have empathy and love for helping and coaching people
  • You have a minimum of 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.

Some things you’ll enjoy

  • Provided computer equipment tailored to your role
  • Stock grant opportunities are 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.

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