FinTech Support Specialist (EMEA)

Deel

Who We Are And What We Do

Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than three thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our 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 success of Deel’s platform. We deliver the best products and platform 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 Deel’s success story?

A 30-mile hiring radius should no longer dictate how companies hire because great 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 last year, doubling our valuation to $12B.

There’s never been a more exciting time to join Deel — the market leader in international payroll and compliance.

What You’ll Do At Deel

  • Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently.
  • Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution.
  • Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved.
  • Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers.
  • Provide clear and concise answers to complex technical queries.
  • Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes.
  • Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations.

Key Qualifications:

  • 3+ years of experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment. The level and title of the position will be determined based on the years of experience.
  • Prior experience in BPO, Call Centres, or Customer Facing Teams will be considered a valuable addition.
  • Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications.
  • Proven ability to explain complex issues in a manner that is understandable and customer-friendly.
  • Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues.
  • Exceptional attention to detail and strong analytical skills.
  • A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output.
  • Excellent communication and interpersonal skills, conducive to a team-oriented environment.

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.

At Deel, you’ll enjoy:

  • Computer equipment applicable to your role
  • Stock grant opportunities
  • Additional perks and benefits based upon your employment status and country
  • The ability to choose where you work whether it be your home, the beach, or a WeWork

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