DeepL - Senior Manager Customer Support
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 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. • Stakeholder mastery: • Organizational design and talent development: Experience designing and evolving team structures, developing specialists and future leaders, and creating clear growth paths that unlock capability and maximize impact. • Organizational design and talent development: • 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. • Operational excellence: • 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. • Customer-first, outcome-driven mindset:
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 (e.g. CSAT, quality, responsiveness, resolution, backlog health, and escalation effectiveness) while making sure critical regional programs land on time with real impact. • 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 team, 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, bring clarity and steadiness. Guide teams through product launches, organizational shifts, and new support methodologies. 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 managing a high performing team 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 your team 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 specialists and future leaders, 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.
Benefits
• 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. • Diverse and internationally distributed team • 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. • Open communication, regular feedback • 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. • Hybrid work, flexible hours • 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. • Virtual Shares - • 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. • Regular in-person team events • 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. • Monthly full-day hacking sessions • 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. • 30 days of annual leave • 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!
No credit card. Takes 10 seconds.