Product Support Specialist - Deel Local Payroll

Employment Type: Full-Time Location Type: Remote

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 150+ countries—helping businesses scale smarter, faster, and more compliantly.

We are among the largest globally distributed companies in the world, with a team of 6,000+ spanning more than 100 countries and speaking 74 languages. Our 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, we paid $11.2 billion to workers in nearly 100 currencies.
• We provided healthcare and benefits to workers in 109 countries.
• Recognized as CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and consistently on Y Combinator’s top companies list.
• 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. You'll tackle complex challenges impacting millions of people's working lives at the forefront of the global work revolution. With our momentum—backed by a $12 billion valuation and $1B in Annual Recurring Revenue (ARR) in just over five years—you'll drive meaningful impact and build expertise to become a sought-after leader in the transformation of global work.

Responsibilities

Support Ops Desk

• Review, address, and resolve internal technical support escalations with Support.
• Consult and escalate to Development for remedial action when required.
• Act as the gatekeeper between the Support team and Development to ensure streamlined processes and improved customer service levels.
• Identify trends in support escalations and report these to the Operations Support Manager to support knowledge and capability improvements in the Support team.
• Work with Support Managers to ensure consistent technical upskilling of teams.
• Provide feedback on product issues and solutions to Support Consultants.
• Keep all consultants and managers updated with known product issues.
• Continuously monitor the desk in terms of advice quality, query types, and implement actions to address areas of improvement.
• Review and publish Knowledge Base articles and Frequently Asked Questions on the Knowledge Base.

Reporting

• Report monthly to the Head of Support on identified areas of improvement and technical system issues that have been addressed.

Ensures Customer Excellence

• Ensure departmental standards are maintained and reviewed regularly to guarantee service delivery excellence to both external and internal customers.
• Drive the company’s values and service standards in all customer interactions.
• Adhere to and recommend improvements to business processes and systems to meet the company’s quality requirements.
• Take personal accountability for delivering service excellence.

Teamwork

• Collaborate with other Support Desk Managers to ensure efficiencies and best practices.