Priority Support Consultant

Employment Type: Full-Time Location Type: Remote Salary: Not specified

About Deel

Deel is the all-in-one payroll and HR platform for global teams. Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and equipment management into one seamless platform. With AI-powered tools and a fully owned payroll infrastructure, Deel supports every worker type in 100+ countries—helping businesses scale smarter, faster, and more compliantly.

We are among the largest globally distributed companies in the world, with a team of 5,000 spanning more than 100 countries and speaking 74 languages. Our connected and dynamic culture drives continuous learning and innovation for our customers.

Why Join Deel?

As the fastest-growing Software as a Service (SaaS) company in history, Deel is transforming how global talent connects with world-class companies, breaking down borders that have traditionally limited both hiring and career opportunities. We're creating the infrastructure for the future of work, enabling a more diverse and inclusive global economy. In 2024 alone, we paid $11.2 billion to workers in nearly 100 currencies and provided healthcare and benefits to workers in 109 countries.

Our momentum is reflected in our achievements: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator’s top companies list. We maintain a 4.83 average rating from over 15,000 reviews across G2, Trustpilot, Capterra, Apple, and Google.

Your experience at Deel will be a career accelerator. At the forefront of the global work revolution, you'll tackle complex challenges impacting millions of people's working lives. With our momentum—backed by a $12 billion valuation and $800 million in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact while building expertise that makes you a sought-after leader in the transformation of global work.

Position Overview

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

Responsibilities

• Familiarize yourself with key strategic customer support level agreements (SLAs) and ensure adherence at all times by:
  • Prioritizing 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.
• Build and maintain strong relationships with customers, ensuring alignment with the company’s values and service standards during interactions.
• Follow company processes and systems to meet quality requirements and take responsibility for delivering excellent service.
• Comply with company work standards at all times.
• Understand your role in protecting the organization’s information and commit to safeguarding its assets.
• Seek ways to reduce costs and improve efficiency within your area of responsibility.

Qualifications

• At least 3 years of relevant experience.