Team Lead, Customer Support | LATAM

Deel; Brasil; Presencial; BRL 466 000 - 622 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Stock grant opportunities

Flexible office membership (optional)

Additional country-based perks

Resumo da oferta

Deel is seeking a senior customer support team leader to coach a 10-18 ICs across pods and drive data-driven CSAT improvements. The role emphasizes dashboarding with Looker and maintaining service levels in a fast-growing SaaS environment.

Ideal candidates will have 2-3 years leading large support teams, strong analytical skills, and experience managing remote teams. Global, remote-friendly with scalable total rewards and benefits.

Qualificações

• You have empathy and love for helping and coaching people.
• 2-3 years of experience managing customer support teams (10+ members) in a high-growth environment.
• Proven experience leading support teams in a high-growth and high-paced environment.
• Strong analytical skills: turning data insights into CSAT improvements with our product.
• Preferably with Remote Work experience: you have managed and succeeded overseeing remote teams.

Responsabilidades

• Manage and coach a team of 10-18 ICs across pods.
• Monitor performance, provide regular feedback, and run 1:1s.
• Independently create dashboards and be proficient in Looker.
• Act as escalation point and resolve client-sensitive cases.
• Ensure team adherence to SLA, CSAT, QA and productivity OKRs.
• Lead team meetings, support onboarding, and administrative tasks.
• Coordinate with WFM and Shift Managers for shift planning.
• Collaborate with Enablement and Ops to improve SOPs and tools.

Conhecimentos

Empathy & coaching

Team management

Analytical thinking

Remote team leadership

Problem solving

Ferramentas

Looker

Descrição da oferta de emprego

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.

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 7,000 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 $17.3 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.

Responsibilities

• Manage and coach a team of 10-18 ICs across pods
• Monitor performance, provide regular feedback, and run 1:1s
• Independently create dashboards and be proficient in Looker
• Act as escalation point and resolve client-sensitive cases
• Ensure team adherence to SLA, CSAT, QA and productivity OKRs
• Lead team meetings, support onboarding, and administrative tasks
• Coordinate with WFM and Shift Managers for shift planning
• Collaborate with Enablement and Ops to improve SOPs and tools

Qualifications

• You have empathy and love for helping and coaching people
• You have 2-3 years of experience managing customer support teams (Tech or FinTech environment is a plus) with more than 10 members
• Proven experience leading support teams in a high-growth and high-paced environment
• Strong analytical skills: You can turn data insights into projects that positively influence customer satisfaction (CSAT) with our product. You leverage data to improve, build and deprecate processes, making our customer journey seamless and efficient
• A problem solver: You lead by example and foster a 'can do' mentality in your team
• Preferably with Remote Work experience: You have managed and succeeded overseeing remote teams

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.

• Our salary range reflects gross base salary. For commercial roles with commission eligibility, this figure represents On-Target Earnings (OTE), inclusive of base salary and target commission.
• Salary ranges are quoted in USD as a consistent global reference. Your offer will be localized to your country's currency using a market-aligned conversion.
• Final pay is based on objective, job-related criteria including experience, skills, and location.
• We don't ask about salary history. Offers are based on the role and what you bring to it.

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
• Optional flexible working office membership, with IWG

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 welcomes persons with disabilities to apply to any of our open roles. We will provide application and/or interview accommodations on request throughout the recruitment, selection and assessment process for applicants with disabilities or other needs. If you require application and/or interview accommodations, please inform our Talent Acquisition Team via email ([e-mail]) and a team member will be in touch to ensure your equal participation.

As part of our hiring process, we primarily rely on interviews and role-related assessments. In limited cases, we may also consider informal background information relevant to the role, in line with our privacy and fairness obligations.

This application process may utilise Automated Employment Decision Tools (AEDT) and AI systems to assist in evaluating candidates based on experience level, technical skills and qualifications. This processing is conducted in compliance with applicable Data Protection, AI Governance and Labour Laws. We ensure human oversight is maintained in all final hiring decisions. Your personal data is not used to train AI models. For more information on how we process your personal data, please see our Recruitment Privacy Policy.

• For NYC Residents: In accordance with NYC Local Law 144, an independent bias audit has been conducted on AEDT