Customer Support Team Lead, APJ

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.

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 centre of the DeepL customer experience by joining as our Regional Customer Support Manager in Japan. This exciting opportunity comes as our customer support team is growing fast to meet the needs of our customers. As we scale our business, we need help in leading our Asia Support Team.

We are looking for a real ‘people person’, to help lead a happy team of Specialists and enable them to be successful here  are looking for someone who embraces change and is able to navigate through ambiguity. If this sounds like you, continue reading!

• Provide leadership, support, and guidance to Support agents across multiple locations within Asia, ensuring operational efficiency, quality, and achievement of both departmental KPIs and company objectives.
• Contribute to the development and implementation of regional strategies.
• Representing Support on the regional leadership team, maintaining regular communication with senior management, providing updates on regional performance.
• Representing Asia within the larger Global Support team, providing regional ownership and updates.
• Support your team in their day-to-day work, unblocking any challenges they may have.
• Own the hiring/interviewing of new team members.
• Help your team members improve their productivity & efficiency.
• Build and maintain a great culture within the team.
• Assist with training & onboarding of new starts.
• Help your team members with their skills & career development.
• Hold regular 1:1s with your team members and run and manage the weekly team meetings.
• Utilise our data dashboards to anticipate customer and team trends.
• Work to identify opportunities to improve team performance & efficiencies.
• Own and Collaborate on projects to support the delivery of department OKRs.
• Partner cross functionally to help with the delivery of projects & process improvements.

• Helping others comes naturally to you, and you are passionate about the customer experience.
• You have a passion for customer support and bring 5+ years of experience working in a support team and a leadership level.
• You have strong communication skills in both Japanese and English (written, verbal).
• Happy to come into the office 3 days a week.
• You thrive in ambiguity.
• Solving problems and learning new things is what you enjoy.
• You are empathetic and understanding of others’ needs and actively show an interest in coaching & leadership.
• Ability to look at data to understand and interpret issues ahead of time.
• Your pro-active nature and…