Team Lead Integrated Technical Ops - Amman, الأردن - Deel

وصف

• 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.
  
  What You'll Do At Deel
  
• Lead and manage the Level 2 Technical Operations team (Fintech and Tech) in your region, who are responsible for resolving complex customer support escalations related to Deel Platform such as integrations, API, EOR, contracts, etc., and to Deel Payments such as payments, Deel debit cards, or financial compliance.
• Oversee recruitment, onboarding, and training of the rapidly scaling team including architecting systems for professional development and mentorship
• Maintain direct responsibility over the performance of the team's members
• Own the operational metrics and goals of the team, department, and individual targets
• Create, maintain, and improve processes, cross-company workflow tools, and organisational tools
• Contribute to overall department strategy, working closely with the department director to assure that all objectives are being met and adjusted per customer/company needs
• Proactively review customer-facing issues, identify main areas of technical escalations, and work with Product and R&D (Engineering) teams to drive upstream fixes of customer problems
• Define and implement customer support initiatives using data/feedback from customers to implement new initiatives that increase satisfaction and retention
• Deliver green SLAs across all the different back-office boards and drive excellence across operational teams
  
  
• Some Key Qualifications
  
• 3+ years of experience with 24/7 technical support teams in a Tech or FinTech start-up environment is a plus (level and title will be determined based on years of experience)
• Strong analytical skills in turning data insights into projects that positively influence customers satisfaction
• Own and execute multiple strategic projects/programs, maintaining attention to all details
• Strong data analytics skills and experience working with Looker, JIRA (including Service Desk), and Zendesk (or similar customer support ticketing systems)
• Has a love for processes and optimization: we need to build more strategies to match our growing team while optimizing our existing ones; you will need to be hands-on and experienced in creating customer journeys/workflows
• Has a solid track record of achievement - e.g. you have worked in a top-tier company and/or startup, have quickly assumed more responsibilities, etc.
• Ideally, candidates would be based out of APAC or EMEA
  
  
• 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