Associate Director of Client Customer Support

Who we are is what we do.

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.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

What you’ll do at Deel:

• Lead and manage the Customer Client Support Team, maintaining direct responsibility over the performance of the Pod Manager and Team Leads.

• Develop frameworks and dashboards to monitor and report on key performance metrics, such as response times, resolution rates, and customer satisfaction (CSAT).

• Drive and monitor delivery of SLA’s, KPI’s and Quality metrics

• Establish high standards for customer communication and issue handling to maintain an exceptional support experience.

• Establish a customer-first team mentality and approach, continuously seeking ways to improve customer sentiment and loyalty.

• Partner with CX team leads and Account Management to ensure that complex issues receive coordinated support across all customer-facing teams.

• Champion customer feedback collection to identify opportunities to improve Intellum products and services.

• Work closely with cross-functional teams, including Operational Excellence, Customer Success, Product, PRM and HRX teams,to align on broader company initiatives and share insights on customer sentiment and product utilization.

• Create innovative and industry first support channels and opportunities and continue to level up the client experience, with an emphasis on experience first.

• Define and implement customer support initiatives using data/feedback from customers to implement new initiatives that increase satisfaction and retention

Key qualifications:

• 8 years experience managing 24/7 complex support teams (Customer Success or Fintech environment is a major plus) with experience in a SaaS space.

• Strong people management skills, with the ability to mentor, motivate, and drive high performance within a diverse team, with 5+ years of experience in people management.

• Proven experience leading and scaling technical teams in a high-growth and high-paced environment

• Strong analytical skills turning data insights into projects that positively influence customers satisfaction

• A love for processes and optimization: we need to build more processes to match our growing team, while optimizing our existing ones; you will need to be hands-on and experienced on creating customer journeys/workflows.

• Speed of execution is key to be a success in this role, hours and days rather than weeks is the focus and name of the game at Deel in process improvement and new projects to enhance experience.

• Exceptional communication and problem-solving skills with a customer-centric approach.

• Ability to lead process improvement initiatives with a focus on efficiency and quality.

• Collaborative mindset, with experience working closely with cross-functional teams to solve customer issues effectively.

Total Rewards

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. 

Some things you’ll enjoy

• Provided computer equipment tailored to your role