Director of Customer Support

**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**:
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 LinkedIn, Instagram and our Blog.

**Meet the team behind this journey**:
As the Director of Customer Support at DeepL, you will lead and develop a high-performing global support team that delivers exceptional service to our growing customer base. You will oversee all aspects of customer support functions, from responding to customer inquiries to ensuring fast and accurate issue resolution. You will work closely with product, engineering, and customer success teams to maintain and enhance the quality of our support offerings, ensuring that our customers have a seamless experience using DeepL's AI-powered translation tools.

**Your responsibilities**:

- ** Leadership and Team Development**: Lead, inspire, and manage a global customer support team, ensuring that they provide timely, professional, and empathetic support to customers. Foster a customer-first mentality and create a culture of continuous learning and improvement.
- ** Support Operations Management**: Oversee the daily operations of customer support, including ticketing systems, response times, and resolution processes. Establish and optimize workflows to ensure efficiency and a high standard of service delivery.
- ** Issue Resolution and Escalation**: Ensure complex or escalated issues are handled promptly and professionally, collaborating with Product, Engineering, and Customer Success teams when needed.
- ** Customer Feedback Loop**: Capture and track customer feedback from support interactions to help identify trends and areas for improvement. Use customer insights to inform product improvements and enhance the overall user experience.
- ** Metrics**:Define and track key performance indicators (KPIs) for the customer support function, such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS). Use data to continuously improve team performance and customer outcomes.
- ** Performance Management**: manage and develop an effective individual performance management process to maximize team efficiency.
- ** Cross-Functional Collaboration**: Partner with Product, Engineering, and Marketing teams to resolve product issues and enhance customer support resources (knowledge base, FAQs, tutorials, etc.). Contribute to product roadmap discussions by providing valuable feedback based on support interactions.
- ** Continuous Improvement**: Develop and implement processes to improve the efficiency and effectiveness of customer support. This includes identifying opportunities for automation, streamlining workflows, and enhancing self-service resources to reduce support demand.

**Qualities we look for**:

- At least 10 years of experience in customer support or related fields, with 5+ years of experience managing and leading support teams in a SaaS or technology-driven company globally.
- Experience working with a partner community in addition to direct customers, preferably B2B
- Strong track record of developing high-performing teams, including recruiting, mentoring, and ensuring career growth opportunities for support staff.
- Extensive experience with customer support systems (e.g., Zendesk, AI ticket deflection, chatbot usage ), with a deep understanding of workflows, escalation processes, and best practices for issue resolution.
- Ability to scale support operations and manage high volumes of customer inquiries while maintaining a high standard of service.
- Experience using data to make decisions, improve workflows, and optimize support processes.
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