Customer Support Team Manager

June 16, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
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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 coaching and mentoring our Core Support Team Leads, helping them to empower their teams to deliver the best product experience. Join our amazing Support Team and help them scale while keeping customers happy and the team members striving for success and fulfillment.


Your responsibilities

  • Lead a group of motivated Support Team Leaders to ensure both they and their teams are happy, effective and successful here at DeepL
  • Guarantee customer satisfaction, product quality, and ongoing customer success with DeepL products by working with your team to ensure service levels, support quality, and customer satisfaction targets are attained
  • Be a key driver for product improvement and corporate change
  • Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details
  • Work within the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies
  • Focus on team coaching, skills development as well as process improvements to help the team as we scale
  • Have strong business sense, define global and scalable frameworks and methodologies that are comprehensive from concept through adoption, scale, and maintenance
  • Focus on scaling and anticipate challenges that come from growth
  • Work cross functionally to driving operational and process changes within the team
  • 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, and Japan
  • 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
  • Flexible work arrangements: with office hubs in Cologne, Berlin, London, and Amsterdam, you choose where and how you work. We offer fully remote work from UK/DE/NL/PL, no strings attached, no 'to be reviewed'- DeepL is a remote-positive company now and forever
  • Regular innovative team-building events – internationally!
  • About you

  • You are passionate about servicing customers and love working with people that have a good sense of accountability, as well as quality

  • Always striving to be the change you seek, you empower others to do the best they can

  • Solid background in the software industry with broad experience in Support in a managerial capacity

  • You enable your leaders to be the very best version of themselves, and therefore the best leaders they can be for their people at DeepL. You help them know their strengths, areas for development as well as their limits and unblock them as they navigate daily challenges

  • You take initiative and proactively identify and resolve day to day challenges
  • An ambiguous environment is the place where you thrive

  • You hold yourself and others accountable

  • A deep understanding and passion for people leadership, including building networks and developing talent

  • Ability to recruit and build successful teams

  • Fluency in English required

  • Nice if you also have

  • Business level German, French, Spanish or Japanese

  • Experience in a technical role

  • Please submit your application in English.

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