FinTech Support Specialist, EMEA

As a FinTech Support Specialist at Deel, your main responsibilities include addressing customer queries related to payments and card transactions, investigating issues within the framework of Service Legal Agreements, and collaborating with internal teams to provide solutions. You’ll ensure customers receive clear and concise answers to their inquiries and work towards enhancing processes to minimize future escalations.

To qualify for the FinTech Support Specialist position at Deel, candidates should have at least 3 years of experience handling complex customer escalations, preferably in a Tech or FinTech setting. Familiarity with tools like SQL, JIRA, Zendesk, and Excel is also beneficial, alongside strong communication and analytical skills to effectively troubleshoot issues.

Yes, Deel offers the flexibility of remote work for the FinTech Support Specialist position. This includes access to WeWork locations where available, allowing for a comfortable and productive workspace tailored to your needs.

To apply for the FinTech Support Specialist role at Deel, you can visit our careers page to view the most current job listings. Ensure your resume highlights relevant experience, qualifications, and your passion for the FinTech industry.

Deel is dedicated to supporting new employees in the FinTech Support Specialist role by providing tailored computer equipment, comprehensive onboarding programs, and access to training resources to ensure you feel confident and equipped to excel in your position.

Key responsibilities of a FinTech Support Specialist at Deel include providing customer support for payment-related issues, investigating and resolving queries, liaising with third-party partners, and working on root-cause analysis to prevent future escalations. You'll also contribute to improving customer support processes.

At Deel, the company culture is built on inclusivity, diversity, and a commitment to empowering employees. As a FinTech Support Specialist, you will be part of a global team that encourages continuous learning, collaboration, and innovation, allowing you to thrive in a supportive environment.

When handling complex customer escalations, it’s important to remain calm and collected. Start by actively listening to the customer’s issue, showing empathy, and then gathering all detailed information. Once you understand the problem, analyze it carefully and involve necessary teams to find a solution. Clear communication along the way is crucial.

When discussing a time you resolved a difficult payment issue, focus on the steps you took from initial identification of the problem to the resolution. Highlight specific details such as the tools you used (like SQL or Zendesk) and how you communicated with the customer to keep them informed during the process.

In prioritizing multiple support requests, I typically assess each issue based on urgency and impact. Requests related to payment failures or customer funds are prioritized high, as they directly affect user experience. I also use a ticketing system to keep track of requests and ensure timely follow-up.

I have found tools like JIRA for tracking issues, Zendesk for direct customer communications, and SQL for analyzing data to be most effective in managing customer support escalations. These tools help in streamlining workflows and ensuring comprehensive resolution of issues.

To ensure clear communication during technical discussions, I focus on breaking down complex concepts into simpler terms that are easy to understand. I encourage questions during these discussions and confirm understanding through summaries and follow-ups.

For root-cause analysis, I typically gather data related to the issue, like transaction history and customer feedback. Then I review each element systematically to identify the core problems. Collaborating with team members who handle related processes also helps in uncovering underlying factors.

When dealing with an irate customer, my priority is to listen to their concerns with empathy. I acknowledge their frustration and reassure them that I am here to help. After gathering information about their issue, I work swiftly to provide a solution or escalate it appropriately while keeping the customer informed.

When discussing experience with payment transaction systems, I would outline my familiarity with processes such as transaction verification, troubleshooting payment failures, and managing card transactions. Detailing specific instances where I successfully resolved issues can also showcase my expertise.

To me, excellent customer service means going above and beyond to ensure customer satisfaction. It involves actively listening to concerns, providing knowledgeable solutions, and following up to make sure the issue is fully resolved, which builds trust and loyalty.

I want to work as a FinTech Support Specialist at Deel because I am passionate about technology and financial services. I admire Deel’s commitment to removing hiring borders and fostering diversity in the workforce. I see this position as an exciting opportunity to contribute to innovative solutions that make a real impact in the FinTech space.