Customer Support Project Manager

Who we are and what we do

Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than two thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our 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 success of Deel’s platform. We deliver the best products and platform 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 Deel's success story?

A 30-mile hiring radius should no longer dictate how companies hire because great 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 last year, doubling our valuation to $12B.

There’s never been a more exciting time to join Deel — the market leader in international payroll and compliance.

Responsibilities

• Lead prioritization of strategic projects within the CX organization to achieve departmental OKRs

• Manage multiple projects end-to-end, from scoping to implementation and roll out

• Develop project parameters including scope, budget, timeline, and implementation plan

• Identify project needs and targets using support metrics and business data 

• Execute all aspects of projects, including but not limited to managing core elements such as planning, stakeholder management, communication, documentation, and follow ups

• Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects.

• Partner with product teams to identify opportunities to improve customer experience and contact rates; surface insights using data analysis, user research and interview, and help design solutions to address pain points in customer experiences 

• Maintain and improve internal dashboards to track key metrics and project performances; collaborate with data teams to ensure necessary data are captured and transformed

Requirements

• +2 years of experience managing multiple projects concurrently in an operational environment

• Analytical approach to problem-solving; comfortable with using data to surface insights and make decisions

• Experience using data tools such as Looker, SQL (snowflake)

• Basic understanding of customer support operations: familiarity with key customer support metrics, best practices, and systems such as Zendesk, knowledge management system, and learning management system

• Excellent communication and interpersonal skills and demonstrated experience partnering across all levels of the organization

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. 

At Deel, you’ll enjoy:

• Computer equipment applicable to your role

• Stock grant opportunities

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

• The ability to choose where you work whether it be your home, the beach, or a WeWork

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, disability status, or other applicable legally protected characteristics.