Meet DeepL
DeepL is a global communications platform powered by Language AI. Since 2017, we’ve been on a mission to break down language barriers. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. And, empower millions of individuals worldwide to make sense of the world and express their ideas.
Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real-life impact. To achieve this, we need talented individuals like you to join our exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.
What Sets Us Apart
What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. When we share what it's like to work at DeepL, the reactions are overwhelmingly positive. This may be because of our products that have helped countless people worldwide or our shared mission to improve communication for individuals and businesses, bringing cultures closer together. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation and employee well-being. Discover what our teams have to say about life at DeepL on LinkedIn, Instagram and our Blog.
Meet the team behind this journey
As the Director of Customer Support at DeepL, you will lead and develop a high-performing global support team that delivers exceptional service to our growing customer base. You will oversee all aspects of customer support functions, from responding to customer inquiries to ensuring fast and accurate issue resolution. You will work closely with product, engineering, and customer success teams to maintain and enhance the quality of our support offerings, ensuring that our customers have a seamless experience using DeepL's AI-powered translation tools.
Your Responsibilities
- Leadership and Team Development: Lead, inspire, and manage a global customer support team, ensuring that they provide timely, professional, and empathetic support to customers. Foster a customer-first mentality and create a culture of continuous learning and improvement.
- Support Operations Management: Oversee the daily operations of customer support, including ticketing systems, response times, and resolution processes. Establish and optimize workflows to ensure efficiency and a high standard of service delivery.
- Issue Resolution and Escalation: Ensure complex or escalated issues are handled promptly and professionally, collaborating with Product, Engineering, and Customer Success teams when needed.
- Customer Feedback Loop: Capture and track customer feedback from support interactions to help identify trends and areas for improvement. Use customer insights to inform product improvements and enhance the overall user experience.
- Metrics: Define and track key performance indicators (KPIs) for the customer support function, such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS). Use data to continuously improve team performance and customer outcomes.
- Performance Management: manage and develop an effective individual performance management process to maximize team efficiency.
- Cross-Functional Collaboration: Partner with Product, Engineering, and Marketing teams to resolve product issues and enhance customer support resources (knowledge base, FAQs, tutorials, etc.). Contribute to product roadmap discussions by providing valuable feedback based on support interactions.
- Continuous Improvement: Develop and implement processes to improve the efficiency and effectiveness of customer support. This includes identifying opportunities for automation, streamlining workflows, and enhancing self-service resources to reduce support demand.
Qualities we look for
- At least 10 years of experience in customer support or related fields, with 5+ years of experience managing and leading support teams in a SaaS or technology-driven company globally.
- Experience working with a partner community in addition to direct customers, preferably B2B
- Strong track record of developing high-performing teams, including recruiting, mentoring, and ensuring career growth opportunities for support staff.
- Extensive experience with customer support systems (e.g., Zendesk, AI ticket deflection, chatbot usage ), with a deep understanding of workflows, escalation processes, and best practices for issue resolution.
- Ability to scale support operations and manage high volumes of customer inquiries while maintaining a high standard of service.
- Experience using data to make decisions, improve workflows, and optimize support processes.
- Comfort with addressing customer concerns and acting as a voice of the customer within the organization.
- Ability to work cross-functionally with Product, Engineering, Customer Success, and Marketing teams to resolve customer issues and drive product improvements.
- Experience managing remote or distributed teams, ensuring strong collaboration and communication across global locations.
- Exceptional written and verbal communication skills, with the ability to deliver clear and concise responses to customers and collaborate with cross-functional teams.
What We Offer
- Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.
- Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together.
- Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration.
- Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.
- Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity.
- 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
- Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way.
If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you!
We are an equal opportunity employer
You are welcome at DeepL for who you are—we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.
