Customer Support Lead with German Sorted
2 weeks ago
**Who's behind Deel?**
We're a global team that loves to build and solve problems, especially when it comes to the world of remote work. Made up of self-driven people spanning 50+ countries, Deel's unified yet diverse culture keeps us continually learning and improving.
Companies should be able to hire the best talent anywhere in the world, so we're building the tools to make that a reality. Our market-leading tech, expertise, and, most importantly, the team are crucial. As a whole, we find fulfillment in working together towards our shared mission.
**So, why now?**
A significant shift has occurred within today's workforce, and with it, business as we know it has drastically changed. At Deel, we see a world without hiring borders, but we needed to find a solution to make it happen. A 30-mile hiring radius should no longer limit how companies hire because great talent lives everywhere. Deel exists to stay on top (and ahead) of the accelerating global talent market by offering global teams all the tools needed to hire, manage, pay, and scale at rocket speed.
And speaking of scale, Deel has officially raised $425 million in Series D funding, bringing our valuation to $5.5 billion. There's never been a more exciting time to join Deel - the market leader in international payroll and compliance.
**Duties**
Be a founding leader of Deel’s Sorted support team.
- Develop high level of professionalism and product knowledge in the tax automation domain, starting with Germany
- Manage a growing team of support specialists by leading the quality assurance program as well as overseeing scheduling, attendance and other team management tasks
- Lead training and up-skilling programs to onboard new agents and improve teammates performance
- Create customer support documentation, guides and training materials
- Improve and innovate on support processes
- Partner closely with the product team to develop a self-help strategy using a chatbot and knowledge center
- Be the Voice of the Customer (VoC): use data/feedback from customers, understand their pain points and implement workflow optimizations together with other teams
**Required Language Skills**:
- Very strong English
- Proficiency writing and reading in German
**Requirements**:
- You have +2 years of experience managing customer support teams including chat support in a high-growth and high-paced environment.
- You have managed a fully remote team of support specialists for at least one year
- You can produce educational content quickly and efficiently
- You have advanced analytics capabilities and experience using spreadsheets for developing light weight models for planning and staffing
- You are a problem solver and naturally foster a can-do mentality in your team
- You can work during business hours in the EMEA region
- Excellent communication skills
**Nice to Have**
- Entrepreneurial experience at early or growth stage tech company
- Experience working in FinTech or B2C SaaS
- Passion for providing solutions for small businesses, independent contractors and freelancers
- Strong working knowledge of or interest in tax and accounting solutions
**Total Rewards**
At Deel, our workforce deserves fair and competitive pay that meets them where they are, no matter their location. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all. Because a good life brings great innovation.
At Deel, you’ll enjoy:
- Unlimited Paid Time Off with a minimum of 18 days off per year
- Parental leave
- The option to be paid in digital currency or the currency of your choice
- $100 per person per month Health and Wellness budget
- $30 per person per month Learning and Development budget
- FlexWork - you choose where you work - from your home, the beach, a Deel office, or through our WeWork global membership program
Perks are nice, but perks don’t make a company or individual successful - the work does. At Deel, we’re building technology and products to engage the ever-changing global workforce and to ensure businesses may hire anyone anywhere. While you’re building for our customers, we’re building for you.
**At Deel, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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