Senior Manager - Customer Support

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.

What sets us apart is our blend of cutting‑edge AI technology, meaningful work, and a culture where people truly thrive. We are 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 on Linked In, Instagram, and our Blog.

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:
  You will act as the architect for EMEA 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 EMEA 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 EMEA, 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…