SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

The Customer Care Tier 1 & 2 Lead will bring together and provide leadership to the Tier 1 & 2 teams across all applicable geographic locations. This role will be responsible for the transformation of the Customer Care function, how the team interacts with other parts of the business and enhancing our customer experience. This role will also play a part in the customer forum, listening to customer feedback and driving improvements where required.

Responsibilities include (but are not limited to) managing the Tier 1 and Tier 2 team leads across both Mauritius and Spain; and establish robust reporting mechanisms to provide transparency to the International operations Director and management team. This role will be the conduit between Customer Care T1 & 2, Tier 3, Products and the Customer Success teams. You will drive continuous improvement of our Customer Care offering, based on industry best practise to exceed customer expectations and ensure SLA’s are consistently met or surpassed. This role will also ensure that team members have access to appropriate training relating to both our product suites and business processes, and increase along the way knowledge. This role will work in tandem with the Tier 3 Leads to embed a culture of proactive Problem, Incident, Change Request and Release Management across the Customer Care teams and to encourage team members to approach each issue with a customer mindset, and indepth problem solving mindset.This role can participate in internal Projects and Programs impacting the scope of your teams.

The Customer Care T1 & T2 Lead will line manage Team Leads across Mauritius, Spain (and in the future potential other locations) with total, collective responsibility for circa +30 team members.

What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years
• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate
• Monthly fixed transport allowance
• No deduction for using the company’s transport after work
• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years
• Fixed internet allowance for home use
• Career break option
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Yearly performance review with remuneration review
• Yearly company bonus
• Car loan: subsidized interest facility
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Which tasks can you expect?

• Ensure all cases are assigned, analysed and resolved within committed SLA’s and Root Cause Analysis is provided where required in a timely manner.
• Produce and maintain a dashboard (using corporate tooling such as MySP, SNOW or Cherwell…) to monitor, control and report agreed metrics to the International Management team identifying and delivering areas of improvement
• Further grow and professionalize further Tier 1 and 2 service team that is to deliver operational excellence by providing timely support to internal teams (especially payroll teams of Global Service Delivery Managers) and external customers.
• Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
• Proactively seek solutions to improve operational efficiency and quality by working with Tier 3, teams (in charge of customers’ governance) Product and Payroll Operations teams.
• Implement best practices, set up processes and policies to ensure all contractual SLA’s are met and to ensure Customer Care SOPs are in place and adhered to.
• Interpret reporting and analysis to drive service excellence initiatives and use insights from data to drive service improvements for both customer facing processes and internal facing tools and systems.
• In collaboration with the T1 & T2 Team Leads, identify training needs for all T1 & T2 teams, ensuring all colleagues receive the necessary knowledge and tools to excel in their roles
• As a people manager, ensure proper resourcing and contingency plans are in place to ensure consistent performance at all times
• Lead the enhancement maintenance and improvement of knowledge base for all supported solutions by documenting resolved issues, troubleshooting steps and best practices for future reference, working in close collaboration with the Product Teams.
• Participate in customer-facing calls;
• Participates in internal programs, projects and workshops to ensure solutions can be supported to the highest standards

What do you have to offer?

• 10+ years of Customer care experience addressing multiple technology (ideally in the world of HR), 5 years management experience
• Proven experience with integrated solutions
• Proven ability to independently perform initial diagnosis, troubleshooting, and resolution of Tier 1 and 2 technical issues related to hardware, software, network, and applications
• Proven experience IT services management including team leadership and performance management
• Experience in handling technical documentation and/or knowledge database
• Excellent communication skills both verbal and written, internal and external
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Experience of driving continuous improvement initiatives
• ITIL Foundation or Practitioner preferred

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.