FinTech Support Specialist

Deel; Polska; Hybrid; PLN 274,000 - 352,000; Full time

Benefits offered by this job

Stock grants

Flexible office membership (IWG)

Job summary

Deel is seeking a FinTech Support Specialist to deliver exceptional customer support for payments, transactions, and accounts. You will resolve technical and non-technical issues, troubleshoot payment challenges, and liaise with partners to ensure timely resolution.

Your work will impact customer satisfaction and Deel's reputation as a leader in global payroll and financial solutions. You will investigate issues within strict SLAs, document findings, and contribute to reducing escalations

Qualifications

• 3+ years' experience in handling complex and/or technical customer escalations, preferably in Tech or FinTech.
• Experience in BPO, Call Centres, or Customer Facing Teams is a plus.
• Ability to explain complex issues in a customer-friendly manner.
• Diagnose and troubleshoot payments issues, both technical and non-technical.

Responsibilities

• Provide exceptional support for Deel’s financial products, including payments and accounts.
• Resolve queries and issues related to payments, transactions, and card charges promptly.
• Coordinate with third-party partners and escalate as needed with clear communication.
• Own issue resolution by investigating, sharing knowledge, and communicating with customers.
• Offer clear answers to complex technical questions and reduce escalations via training and product improvements.
• Leverage data analysis for root-cause investigations to prevent future escalations.

Skills

Technical escalations

Customer facing

Communication skills

Data analysis

Tools

SQL

JIRA

Zendesk

Excel

Job description

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.

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.

Summary

The FinTech Support Specialist will be responsible for providing exceptional customer support for Deel’s financial products and services, including payments, transactions, and accounts. You will assist customers with resolving technical issues, answering inquiries, and troubleshooting payment-related challenges. Your work will directly impact customer satisfaction and Deel's reputation as a leader in global payroll and financial solutions.

Responsibilities

• Deliver support by addressing and resolving queries and issues related to payments or card transactions promptly and efficiently.
• Investigate issues or requests within the framework of strict Service Legal Agreements, categorize them for comprehensive analysis, and/or coordinate with the relevant team for resolution.
• Liaise with third-party partners to escalate issues or requests, maintaining regular communication until they are resolved.
• Take full ownership of issue resolution by diligently investigating, sharing knowledge, and communicating effectively and clearly with all customers.
• Provide clear and concise answers to complex technical queries.
• Work towards reducing the number of escalations from frontline support teams by contributing to training, and suggesting enhancements in products, tools, or processes.
• Utilize data analysis for root-cause investigations to identify and implement strategies to prevent future customer support escalations.

Qualifications

• 3+ years' experience in handling complex and/or technical customer escalations, preferably in a Tech or FinTech start-up environment. The level and title of the position will be determined based on the years of experience.
• Prior experience in BPO, Call Centres, or Customer Facing Teams will be considered a valuable addition.
• Familiarity with tools such as SQL, JIRA, Zendesk, and Excel, or similar applications.
• Proven ability to explain complex issues in a manner that is understandable and customer-friendly.
• Demonstrated experience in diagnosing and troubleshooting both technical and non-technical payments issues.
• Exceptional attention to detail and strong analytical skills.
• A work ethic characterized by integrity and accountability, ensuring high quality and volume of work output.
• Excellent communication and interpersonal skills, conducive to a team-oriented environment.

Total Rewards

• 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