Senior Manager - Customer Support

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. Building on a history of innovation, quality and security, DeepL continues to expand its offerings beyond the field of Language, including DeepL Agent – an autonomous AI assistant designed to transform the way businesses and knowledge workers get work done.

Founded in 2017 by CEO 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.

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.

Joining DeepL means being part of a team dedicated to innovation, growth, and well‑being.

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.

• Drive the regional vision: act as the architect for EMEA Customer Support, translating global goals into a regional strategy. Define “world‑class” for our customers in this region and build the roadmap to get there.
• Own regional performance: own EMEA Customer Support outcomes across several teams (e.g. CSAT, quality, responsiveness, resolution, backlog health, and escalation effectiveness) while ensuring critical regional programs land on time with real impact.
• Lead leaders: 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: champion a culture of continuous upskilling, creating professional development opportunities for specialists. By pinpointing where deeper technical expertise and sharper customer‑facing skills will have the greatest impact, ensure specialists are at the forefront of the industry.
• Refine the engine: uncover operational “leaks” and evolve more mature, scalable workflows. 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: mature how we measure success in EMEA, turning 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…