Customer Support Specialist - Remote

Overview

As a Customer Support Specialist at Deel, you will be part of a dynamic team working to enhance customer satisfaction and streamline service delivery.

In Short

• Respond to customer queries promptly and politely, ensuring adherence to service level agreements (SLAs).
• Follow established support communication guidelines in all interactions.
• Take ownership of complex topics, such as non-AU payroll and system integrations.
• Escalate queries to appropriate internal teams when necessary.
• Maintain a response quality score of 90% or higher in QA reviews.
• Meet SLAs for outbound call volume related to resolved support tickets.
• Contribute feedback for continuous improvement of service delivery platforms.
• Prioritize and resolve urgent issues quickly or escalate as needed.
• Engage in ongoing learning about payroll processes and relevant legislation.

Requirements

• Strong verbal and written communication abilities.
• Minimum 1 year of experience in Australian Payroll is nice to have.
• Commitment to providing outstanding service.
• Solid understanding of payroll processes and experience in payroll software support.
• Familiarity with multiple payroll software applications and SaaS technologies.
• Methodical and detail-oriented approach to resolving issues.
• Ability to work independently and take ownership of tasks.
• Proven ability to work well within a team.

Benefits

• Stock grant opportunities based on role and employment status.
• Additional perks and benefits based on employment status and country.
• Flexibility of remote work, including optional WeWork access.