Priority Support Consultant

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. 

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and 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 platform’s success. We deliver the best products and 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 our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional 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 in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

What you'll do:

The role of the Priority Support Consultant involves providing assistance to our priority customers and business partners through email or phone. This includes analysing their needs, resolving their issues, and providing system guidance.

Key Responsibilities:

• Familiarise yourself with key strategic customer support level agreements (SLAs) and ensure adherence at all times by:

  • Prioritising each support ticket and managing the SLA according to the first response and resolution times.

  • Avoiding SLA breaches, and if unavoidable, promptly escalating to the Head of Support for further guidance.

• Administer all reporting in line with SLA requirements and manage customer and business partner meetings as necessary to provide excellent service offerings.

• Filter and escalate tickets to the relevant departments based on the type of query and priority level, ensuring timely resolution.

• Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations.

• Act as a subject matter expert on product features and functionality, aiming to resolve queries promptly.

• Collaborate closely with the Project Implementation Consultant during the handover process to ensure a seamless transition of the customer to the Priority Support department.

Ensure Customer Excellence:

• Building and maintaining strong relationships with the customer base.

• Demonstrating alignment with the company's values and service standards while interacting with customers.

• Following business processes and systems to meet the company's quality requirements.

• Taking accountability for delivering outstanding service.

• Complying with the company's work standards.

Information Security:

• Understand your role within the organisation from an information security perspective and commit to protecting the organisation’s information assets.

Finance:

• Ensure cost savings and efficiencies in areas of accountability.

Self-Development:

• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and engaging with professional organisations.

• Prepare personal development plans in collaboration with your Manager and implement them in line with business requirements.

Teamwork:

• Foster teamwork to achieve shared goals.

Experience:

• Minimum of 3 years’ experience working within a payroll environment.

• Leadership or team coordination experience.

• Administration of digital payroll systems.

• Administration of digital HR systems.

• Knowledge of South African legislation.

• Proficiency in Google Sheets/ MS Excel.

Requirements:

• Demonstrate creativity and innovation to help streamline processes.

• Exhibit excellent communication skills.

• Strong numerical skills.

• Exceptional analytical and problem-solving skills.

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. 

Some things you’ll enjoy

• Provided computer equipment tailored to your role

• Stock grant opportunities dependent on your role, employment status and location

• Additional perks and benefits based on your employment status and country

• The flexibility of remote work, including WeWork access where available

At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from 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.

Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page.

Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.

Deel will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent Acquisition Team at recruiting@deel.com of the nature of the accommodation that you may require, to ensure your equal participation.