At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces.
Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!
Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.
The Technical Account Manager (TAM) will play a pivotal role in ensuring seamless technical assistance and project delivery. By working closely with global Senior Technical Account Managers (STAM), Delivery, Support, and Customer Success (CS) teams, the TAM will help resolve customer and employee challenges and drive operational excellence within the team.
ResponsibilitiesAct as a key intermediary between Support, TAM, Delivery Services (DS), and Engineering teams to expedite custom work (CW) processesPrioritise and triage CW inquiries received via various channelsProvide technical solutions for custom work requests and assist in the resolution of minor to medium-scale requestsBuild and maintain strong relationships with key customer contacts, fostering a positive experience and ensuring customer satisfactionSupport Senior Technical Account Managers by creating reference materials and problem/solution slides as neededContribute to the continuous improvement of processes and procedures within the TAM and support teams, identifying opportunities for increased efficiency and effectivenessConduct weekly checks of incoming custom work requests and triage them accordinglyHelp create, maintain, and update knowledge base articles, FAQs, and other self-help resources to empower customers and reduce support workloadAddress customer requests related to previously completed custom work and change requestsProvide support for various technical issues and documentation requirements as neededGather feedback from customers to identify areas for improvement and work with relevant teams to address any issuesAssist with tracking and reporting on TAM team key performance metricsObjectives for our TAMFacilitate operational excellence within the TAM departmentSupport the CS department in providing world-class customer service and technical assistanceCommunicate technical issues and concepts effectively to stakeholders (both internal and external)Enhance industry knowledge through continuous learningSupport long-tail technical requests and requirements of customers/ teamSkills & Experience Excellent written and verbal communication skills to support the TAM and Delivery teams in reaching their business objectives and departmental goals effectivelyStrong follow-up skills and the capacity to collaborate across functionsAdaptability and flexibility to manage changing priorities efficiently, ensuring smooth task and project managementPrior experience in technical support and application troubleshootingEffective team player with experience working across departments and with various stakeholders to achieve common goalsFamiliarity with tools and platforms such as Zendesk, Slack, and project management software is highly regardedPrevious experience in a technical support role, providing assistance with troubleshooting and resolving technical issuesExperience in supporting or managing technical projects, ensuring alignment with project goals and timelinesDemonstrated commitment to continuous learning and staying updated with new technologies and industry trendsEmployee Perks
- Ownership in the company via Share Options
- Paternity/Maternity Leave Policies
- Flexible Remote-First Work Policy
- Company wide Development & Coaching
- Hackathons
- Awards - "Your Time to Shine & Celebrate Success"
- Social Events & variety of social clubs (Books, LGBT, Games, Sports)
- Mental Health Support
- Munch & Learns
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
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