Head of Customer Support (f/m/d) - London, Amsterdam or remote

DeepL...

is Germany's best-known AI company. We develop neural networks to help people work with language. With DeepL Translator, we have created the world's best machine translation system and made it available free of charge to everyone online. Over the next few years, we aim to make DeepL the world's leading language technology company.

Our goal is to overcome language barriers and bring cultures closer together.


What distinguishes us from other companies?

DeepL (formerly Linguee) was founded by developers and researchers. We focus on the development of new, exciting products, which is why we spend a lot of time actively researching the latest topics. We understand the challenges of developing new products and try to meet them with an agile and dynamic way of working. Our work culture is very open because we want our employees to feel comfortable. In our daily work we use modern technologies - not only to translate texts, but also to create the world's best dictionaries, and solve other language problems.

When we tell people about DeepL as an employer, reactions are overwhelmingly positive. Maybe it's because they have enjoyed our services, or maybe they just want to get on board with our quest to break down language barriers and facilitate communication.


Your choice

We are constantly looking for outstanding employees! Currently, we offer remote work in Germany, the Netherlands, the UK and Poland. Whether you would like to work from home in one of these countries or from one of our offices in Cologne or Paderborn: the choice is yours. No matter where you choose to work from, our way of working is designed to make you an essential part of the team.


What will you be doing at DeepL?

We’re looking for a high-energy and coaching-focused leader responsible for the performance, growth and development of their team. You will support a collaborative and results-driven team environment that allows your direct reports to thrive. You'll be responsible for meeting our service level commitments and goals, ensuring customers receive a seamless experience through quality support, responsiveness and high customer satisfaction. Furthermore, you will also build strong cross-functional relationships with individuals in London, Amsterdam, Cologne, and remote-based, interfacing regularly with Sales, Marketing, Engineering, Product, and Design to guarantee the success of customers.

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Your responsibilities

  • Manage a primarily Cologne-based team of Customer Support Specialists who are working on the front lines with our customers through email currently, but through live chat and phone in the future
  • Ensure individual and team goals are met including inbound support metrics, CSAT and NPS
  • Hire and develop Customer Support Specialists to meet company growth targets while providing opportunities for current team member’s own professional growth and development
  • Continuously encourage process improvements through strategic problem solving and data driven analysis
  • Help roll out new customer support channels like chat and phone
  • Help build and scale customer support in new regions (APAC and AMER)
  • Create relationships that facilitate cross-functional collaboration, product adoption and customer success
  • Serve as a thought leader, customer advocate and partner to your team and customers

What we offer

  • A friendly, international, and highly committed team with a lot of trust with efficient decision-making processes
  • The opportunity to sell a product on an unlimited market with a diverse customer base (international customers, from start-ups to large corporations)
  • The possibility to build and shape our sales processes
  • Meaningful work: We break down language barriers worldwide and bring different cultures closer together
  • Regular team events

About you

  • Experience in team management with a proven track record of meeting and exceeding established goals
  • Able to attract and retain talent, with a commitment and passion for growing and developing internal talent
  • Strong empathy for customers and ability to de-escalate important client issues
  • Passion for revenue growth and ability to bring ideas to help product usage and customer retention through data driven decision making
  • Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, executives, customers, prospects)
  • Experience deploying new support channels and with global, follow-the-sun support
  • Competence working with Zendesk, Jira, and Salesforce is a plus
  • Fluency in English required, nice to have: Business level German, French, Spanish or Italian

We are looking forward to your application!