Senior Manager Customer Support at Deepl

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has over 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn [Upgrade to PRO to see link] [Upgrade to PRO to see link] and our Blog [Upgrade to PRO to see link] MEET THE TEAM BEHIND THIS JOURNEY At DeepL, we're on an exciting adventure to expand our operations to match our ambitious growth plans. At the heart of this journey is our Customer team, a cornerstone of DeepL's commitment to outstanding user experience and customer satisfaction. Our mission is clear: to build and develop high-performing customer teams that embody DeepL's innovative spirit and drive for excellence. As a member of our Customer team, you will be at the forefront of ensuring our users have a seamless and satisfying experience with our products. Working in close partnership with Product, Engineering, Sales, and Marketing teams, you will collaborate to address customer needs and feedback effectively. YOUR RESPONSIBILITIES - Drive the regional vision: You will act as the architect for AMER Customer Support, translating global goals into a regional strategy. Define what "world-class" looks like for our customers in this region and build the roadmap to get there. - Own regional performance: You will own AMER Customer Support outcomes across several teams (e.g. CSAT, quality, responsiveness, resolution, backlog health, and escalation effectiveness) while making sure critical regional programs land on time with real impact. - Lead leaders: You will coach and develop a team of team leaders/managers, strengthening their ability to lead through change and empowering them to build high-performing, resilient teams of their own. - Evolve the Customer Support craft: You will champion a culture of continuous upskilling, creating professional development opportunities for the specialists. By pinpointing where deeper technical expertise and sharper customer-facing skills will have the greatest impact, you’ll ensure our specialists are at the forefront of the industry, moving the team toward higher-impact, value-driven customer interactions. - Refine the engine: Together with your teams, you will uncover operational “leaks” and evolve more mature, scalable workflows. You’ll take a range of approaches, from targeted fixes to leading larger improvement programs, so specialists spend less time navigating complexity and more time solving what matters most to customers. - Standardize excellence through data: You will mature how we measure success in AMER, moving beyond the basics. You’ll turn insights into action, using data to guide regional priorities and feed learnings back into our global strategy. - Enable customer outcomes: Partner with Sales, Customer Success, and Professional Services to support customers throughout their journey, elevating the experience for all customers, delivering a differentiated premium support offering, and building trusted relationships that strengthen long-term partnership. - Drive product and experience improvements: Partner with Product and Engineering to spot patterns behind customer pain, turn them into clear opportunities, and help drive improvements that remove friction at the source, helping customers stay successful and lifting the customer experience. - Lead through evolution: In a fast-changing environment, you’ll bring clarity and steadiness, guiding teams through product launches, organizational shifts, and new support methodologies with confidence and care. You’ll foster an inclusive, high-accountability culture where “default to action” is the standard. QUALITIES WE LOOK FOR - Leadership maturity: significant leadership experience in Customer Support/CX, with a track record of successfully "managing managers" in high-growth tech environments, building high-performing teams and leading teams through change. - Experience evolving support models: A track record of modernizing support through specialization, premium service design, workflow optimization, and the thoughtful adoption of automation and AI, enabling teams to work more effectively and deliver better customer outcomes. - Stakeholder mastery: Proven ability to build trust and influence with cross-functional peers across Sales, Customer Success, Professional Services, Product, Engineering, and Operations, as well as with senior stakeholders, communicating clearly and credibly to build alignment, drive action and deliver outcomes. - Organizational design and talent development: Experience designing and evolving team structures, developing leaders and specialists, and creating clear growth paths that unlock capability and maximize impact. - Operational excellence: Ability to combine strategic thinking with hands-on problem-solving, identifying operational friction, improving workflows, and strengthening how support runs day to day, using modern support platforms (e.g. Zendesk, Salesforce) and analytics to understand performance, spot opportunities, and guide priorities. - Customer-first, outcome-driven mindset: You consistently start from the customer perspective and take ownership of delivering outcomes, not just activity. You use customer insights and operational signals to prioritize what matters most, drive improvements that reduce friction and strengthen experience, aligning partners across the organization and senior stakeholders around what delivers real impact. 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. - Virtual Shares - An ownership mindset in every role. We believe everyone should share in our success, and that’s why every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth and rewarding you with a stake in our future. - 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.