Deel is hiring a Customer Support Country Specialist, Payroll to provide high-quality support to our existing Local Payroll customers and business partners. You will analyze needs, troubleshoot system issues, and ensure an excellent customer experience through our ticketing system and phone channels.
What You'll Do
- Identify, filter, and escalate tickets to respective departments based on query type and priority.
- Monitor support tickets and conduct regular follow-ups on escalated issues to manage customer expectations.
- Consistently meet service level agreements by handling your ticket queue and inbound calls promptly.
- Proactively identify system or compliance issues reported by customers, escalating them to your manager and collaborating with relevant teams.
- Stay current on product updates, system releases, and compliance legislation to optimize service delivery.
- Perform advanced tax calculations and use system functions to resolve complex queries efficiently.
- Troubleshoot complex system errors and address intricate customer issues.
- Keep updated on Brazilian legislation to provide accurate guidance to customers and partners (excluding formal legislative advice).
- Attend monthly upskilling sessions, ensuring a high pass rate.
- Adhere to established quality assurance best practices in all customer interactions.
- Regularly review personal performance metrics, including quality of advice, call duration, and telephone etiquette.
- Provide performance feedback to the Support Manager to maintain and enhance service quality.
What We're Looking For
- 2 to 4 years’ experience working within a payroll environment.
- Fluency in English.
- Excellent communication skills and a commitment to quality customer service.
- Strong analytical and problem-solving skills.
- Excellent phone and e-mail etiquette.
Team & Environment
You will report directly to a Support Manager.
Benefits & Compensation
- Stock grant opportunities dependent on role, employment status, and location.
- Additional perks and benefits based on employment status and country.
- The flexibility of remote work, including optional WeWork access.
Work Mode
This is a remote position.
Deel is an equal-opportunity employer that values diversity and positively encourages applications from all suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity, or other applicable legally protected characteristics.
