Sales Support Specialist

Meet DeepL

DeepL is a global communications platform powered by Language AI. Since 2017, we’ve been on a mission to break down language barriers. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. And, empower millions of individuals worldwide to make sense of the world and express their ideas.

Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real-life impact. To achieve this, we need talented individuals like you to join our exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.

What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. When we share what it's like to work at DeepL, the reactions are overwhelmingly positive. This may be because of our products that have helped countless people worldwide or our shared mission to improve communication for individuals and businesses, bringing cultures closer together.

What we know for sure is this: being part of DeepL means joining a team dedicated to innovation and employee well-being. Discover what our teams have to say about life at DeepL on Linked In, Instagram and our Blog.

As a Sales Support Specialist at DeepL, you will be the first line of support for our global sales organisation of over 250 Account Executives (AEs), Sales Development Representatives (SDRs), and Customer Success Managers (CSMs). This dedicated full-time role is critical to ensuring our sales teams can operate efficiently by providing timely resolution to system and process queries, maintaining data integrity across our tech stack, and identifying opportunities for operational improvements.

You will serve as the primary triage function, managing support requests across multiple time zones and escalating complex issues to senior operations team members.

Support Operations & Triage

• Monitor and manage the Sales Operations support Slack channel, providing first-level support and timely resolution to sales team queries across APJ, EMEA, and Americas regions

• Triage incoming support requests, determining appropriate resolution paths and escalating complex issues to Operations or Salesforce team members

• Handle inbound requests from internal stakeholders, following up to ensure satisfactory closure and documenting resolutions

• Provide extended support coverage during quarter-end and year-end periods (availability for Quarter/Year End and between Christmas and New Year)

Ticketing System & Process Management

• Lead the implementation and management of a formal support ticketing system to replace the current Slack-based process

• Document all support requests, resolutions, and root causes within the ticketing system

• Analyze ticket patterns and trends to identify recurring issues and systemic problems

• Present findings and recommendations to the Director of Sales Operations & Systems for process improvements and automation opportunities

• Develop and maintain SLAs for support response and resolution times

• Ownership of Salesforce support queue lead management

Data Integrity & System Management:

• Ensure data integrity across our sales tech stack, with particular focus on the critical link between Salesforce (CRM) and Charge Bee (billing system)

• Collaborate with Sales and Business Development representatives to verify data inputs, troubleshoot errors, and resolve data quality issues

• Monitor and maintain accuracy of pricing, product configurations, and customer data across systems

• Identify and correct data inaccuracies, analyzing trends to prevent future issues

• Support user management and configuration for assigned sales tools

• Tool Renewal and administration for a small selection of tools

Training & Documentation:

• Create and maintain comprehensive training materials and workflow documentation for common…