Customer Support Specialist - EMEA Region

About the Company

Deel is a comprehensive payroll and HR platform designed to support global teams, aiming to unlock worldwide opportunities for individuals and businesses. Incorporating HRIS, payroll, compliance, benefits, performance, and equipment management into a unified system, Deel operates across 150+ countries with advanced AI features and proprietary payroll infrastructure. With a workforce of 7,000 spanning more than 100 countries and speaking 74 languages, the company fosters a dynamic culture of continuous learning and innovation.

Recognized as the fastest-growing SaaS company historically, Deel enables global talent to engage with premier companies by overcoming geographical hiring barriers. In 2024, Deel has processed payments totaling $11.2 billion across nearly 100 currencies and extended healthcare and benefits to workers in 109 countries, ensuring secure and timely compensation worldwide.

Backed by a $17.3 billion valuation and generating over $1 billion in annual recurring revenue within five years, Deel has garnered numerous awards including CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, alongside exceptional customer satisfaction ratings.

Role Overview

The Customer Support Specialist plays a central role in the customer service team, offering direct assistance via email, chat, and phone. Key functions include troubleshooting issues, responding to client inquiries, guiding users through the Deel platform, and resolving concerns efficiently while upholding high service standards. This position is vital in maintaining outstanding customer satisfaction and operational performance.

Responsibilities

• Manage customer inquiries relating to core topics (Core G1–G3).
• Resolve support tickets independently through chat, email, or phone within agreed service level agreements.
• Receive training on foundational country-specific topics according to designated pod assignments.
• Ensure adherence to internal SOPs while maintaining superior ticket quality.
• Exhibit proactive communication, accountability, and initiative in tasks.
• Engage in training sessions and contribute feedback to enhance processes.

Required Qualifications

• Proficiency in supporting customers across multiple communication channels including chat, email, phone, and social media.
• Excellent verbal and written command of English.
• A results-driven mindset complemented by the ability to conduct prompt research and investigations.
• Strong customer satisfaction skills, leveraging empathy and problem-solving approaches.
• Experience working remotely with self-motivation and independence.
• Previous employment in a global SaaS environment is highly advantageous.
• Familiarity with Zendesk is preferred but not mandatory.

Total Rewards and Benefits

• Competitive gross base salary with on-target earning potential including commissions for eligible commercial roles.
• Salary figures are presented in USD for global consistency and localized during offer finalization.
• Compensation decisions are based solely on role requirements and candidate credentials without reference to prior salary history.
• Opportunities for stock grants vary with role and location.
• Additional benefits and perks tailored to employment status and geographic location.
• Flexible remote work arrangements, including optional access to WeWork coworking spaces.

Diversity and Inclusion

Deel fosters an inclusive workplace, encouraging applications from all qualified candidates regardless of race, gender, religion, sexual orientation, age, disability, or other protected characteristics. The company provides reasonable accommodations throughout the recruitment process for candidates with disabilities and ensures equitable participation. The hiring process includes interviews and relevant assessments, with human oversight maintained in all final decisions. Personal data is handled in compliance with privacy regulations and is not utilized for AI training purposes.