DeepL…
is Germany's best-known AI company. We develop neural networks to help people work with language. With DeepL Translator, we have created the world's best machine translation system and made it available free of charge to everyone online. Over the next few years, we aim to make DeepL the world's leading language technology company.
Our goal is to overcome language barriers and bring cultures closer together.
What distinguishes us from other companies?
DeepL (formerly Linguee) was founded by developers and researchers. We focus on the development of new, exciting products, which is why we spend a lot of time actively researching the latest topics. We understand the challenges of developing new products and try to meet them with an agile and dynamic way of working. Our work culture is very open because we want our employees to feel comfortable. In our daily work we use modern technologies - not only to translate texts, but also to create the world's best dictionaries, and solve other language problems.
When we tell people about DeepL as an employer, reactions are overwhelmingly positive. Maybe it's because they have enjoyed our services, or maybe they just want to get on board with our quest to break down language barriers and facilitate communication.
What will you be doing at DeepL?
DeepL is tech for good, dismantling language barriers around the world and constantly expanding to new markets. Be part of our growth right at the center of the DeepL customer experience by helping us provide excellent support to customers all around the world with a focus on payment processing and fraud detection. Join a diverse, friendly and enthusiastic team that hails from all corners of the globe and all walks of life - we are looking forward to becoming even more effective together with you!
Your responsibilities
- Provide timely and accurate responses via our support system to our Premium Enterprise Customers
- Maintain high service standards, understand specific customer needs, troubleshoot, escalate issues, and identify product bugs
- Provide top quality service while maintaining global and personal KPIs
- Identify product bugs and feature requests and escalate to relevant teams accurately if required
- Achieve personal KPI’s and actively contribute to team KPI’s
- Become an ambassador for DeepL’s products and an expert on our customers’ needs
- You will tackle complex customer requests including payment and technical issues via e-mail, and at times via other channels such as messaging and/or chat & phone
- Provide guidance to our Premium Support customers on DeepL product features and functionality
- Collaborate closely with the rest of the Customer Support Team to ensure that customer issues are resolved quickly and effectively
- Respond to customers when system outages occur, within the agreed timeframes; be the conduit between our Dev Ops team and our customer during these system outages ensuring they are kept up to date
- Work alongside backend support teams as needed in order to resolve more complex customer issues, following up with the customer until resolution
- Help the wider Customer Support team with customer tickets when Premium ticket volume is low
- There will be the occasional requirement to be on call outside of core business hours in order to support key customers around the clock
Qualities we look for
- 3+ year Customer Support experience in a technical and/or payment support capacity is required
- Excellent written communication skills, fluent Japanese and English; additional languages are advantageous
- You love dealing with high valued customers, providing a best in class customer experience for our users
- You enjoy working with international customers from around the world
- Experience with troubleshooting complex technical issues related to payment processing and finding solutions for our customers in a friendly and productive manner
- Solid experience with customer subscription systems
- Flexibility in working hours required, including the ability to work 8 hour shifts between 6am and 5pm local time, 5 days a week (Monday – Sunday, so including weekend work) to ensure comprehensive coverage and exceptional customer support
- In the early part of this project, flexibility to be part of an on-call rota (1 week in 6) covering evenings and weekends where platform outages occur
What We Offer
- Make an impact! We break down language barriers worldwide and bring different cultures closer together
- Experience the excitement of a rapidly growing scale up - over the last year we doubled in size with employees located across UK, Netherlands, Germany, Poland, Japan and the US
- The opportunity to shape a product experience for an unlimited market with a diverse customer base (international customers, from start-ups to large corporations)
- We’ve got your back. We are an experienced, highly committed team with transparent decision-making processes. We cherish collaboration and efficiency, but the human approach, trust, empathy, and inclusivity are just as important
- A chance to participate in regular innovative team-building events – internationally!
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!
Please make sure to send your application in English.
