Product Support Specialist

Who we are is what we do.

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.

Among the largest globally distributed companies in the world, our team of 6,000 spans more than 100 countries, speaks 74 languages, and brings a connected and dynamic culture that drives continuous learning and innovation for our customers.

Why should you be part of our success story?

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 not just building software; 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—ensuring people get paid and protected, no matter where they are.

Our momentum is reflected in our achievements and customer satisfaction: CNBC Disruptor 50, Forbes Cloud 100, Deloitte Fast 500, and repeated recognition on Y Combinator’s top companies list – all while maintaining a 4.83 average rating from 15,000 reviews across G2, Trustpilot, Captera, 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 that impact millions of people's working lives. With our momentum—backed by a $12 billion valuation and $1 B 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.

What you'll do:

The Product Support Specialist at Deel Local Payroll is responsible for creating a world class technical support to the Support department and acts as the gatekeeper between the support and development. Acting as the technical port of call for all internal colleagues when required.

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-in-class support to customers

Self-Development

• Update job knowledge by:
• Participating in educational opportunities
• Reading professional publications
• Maintaining personal networks
• Participating in professional organizations
• Prepare a personal development plan in conjunction with the Head of Support and implement it in line with business requirements

Information Security

• Understand your role within the organisation from an information security perspective
• Commit to protecting the organisation’s secure information assets

Key Skills & Requirements

• Business-related tertiary qualification
• Minimum 2 years’ experience working within a payroll environment
• People management experience
• Administration of computerised payroll systems
• Administration of computerised HR systems
• Extensive knowledge of South African legislation
• Proficient in Microsoft Excel
• Display innovation to assist with streamlining processes
• Demonstrate excellent communication skills
• Possess strong mathematical abilities
• Strong analytical 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

• 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 optional WeWork access

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.

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