Team Lead

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.

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.

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