Soma Capital Portfolio Jobs

FinTech Support Specialist (LATAM)

Deel

Deel

IT, Customer Service
Santiago, Santiago Metropolitan Region, Chile
Posted on Thursday, June 27, 2024

Who we are is what we do.

Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily.

The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and 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 platform’s success. We deliver the best products and 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 our success story?

A 30-mile hiring radius should no longer dictate how companies hire because exceptional 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 in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.

What you’ll do at Deel

  • 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.

Key Qualifications:

  • 3+ years of 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.

  • Must be based within LATAM region.

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

  • Provided computer equipment tailored to your role

  • 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 WeWork access where available

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.