Senior Manager - Customer Support

DeepL SE

Job Overview

Location

London

Job Type

Full-time

Full Job Description

📋 Description

• DeepL SE is seeking a highly experienced and strategic Senior Manager for Customer Support to lead and shape our customer support operations across the EMEA region. This pivotal role is designed for a visionary leader who can translate global objectives into impactful regional strategies, ensuring world-class customer experiences that align with DeepL's commitment to innovation, quality, and security. As a Senior Manager, you will be instrumental in building and developing high-performing customer support teams, fostering a culture of excellence, and driving continuous improvement across all facets of customer interaction.
• You will be responsible for defining and executing the regional vision for Customer Support in EMEA. This involves understanding the unique needs of our diverse customer base within the region and architecting a roadmap that delivers exceptional support. Your strategic insights will guide the development of customer support initiatives, ensuring they are aligned with DeepL's overarching business goals and brand promise. You will set the standard for what constitutes 'world-class' support within EMEA, establishing clear benchmarks and driving the teams to achieve them.
• Owning regional performance is a core aspect of this role. You will be accountable for key performance indicators (KPIs) such as Customer Satisfaction (CSAT), quality of service, response times, resolution rates, backlog management, and the effectiveness of escalation processes. You will also ensure that critical regional programs are implemented successfully and on time, delivering tangible positive impacts for our customers and the business. This requires a data-driven approach to performance management, identifying areas for improvement and implementing targeted strategies to enhance efficiency and effectiveness.
• A significant part of your role will involve leading and developing a team of team leaders and managers. You will provide coaching, mentorship, and professional development opportunities to strengthen their leadership capabilities. Your focus will be on empowering them to build and sustain high-performing, resilient teams capable of navigating change and delivering consistent results. This includes fostering a supportive and accountable environment where leaders can thrive and develop their own teams effectively.
• You will be a champion for the evolution of the Customer Support craft at DeepL. This means cultivating a culture of continuous learning and upskilling among support specialists. By identifying critical areas where enhanced technical expertise and sharper customer-facing skills are needed, you will create targeted professional development programs. The goal is to ensure our specialists are at the forefront of the industry, equipped to handle complex issues and drive higher-impact, value-driven customer interactions that deepen customer loyalty and satisfaction.
• Refining the operational engine of Customer Support is another key responsibility. You will work collaboratively with your teams to identify and address operational inefficiencies, or 'leaks,' within workflows. The aim is to evolve more mature, scalable, and streamlined processes that reduce complexity for specialists. By implementing a range of solutions, from quick fixes to larger improvement programs, you will enable your teams to spend less time navigating administrative hurdles and more time focusing on solving customer issues and delivering exceptional service.
• Standardizing excellence through data is paramount. You will mature the way success is measured within EMEA Customer Support, moving beyond basic metrics to a more sophisticated analytical framework. You will leverage data insights to inform regional priorities, identify emerging trends, and provide valuable feedback to the global strategy team. This data-driven approach ensures that decisions are informed by evidence and that continuous improvement is a core tenet of the support operation.
• You will play a crucial role in enabling customer outcomes by partnering closely with Sales, Customer Success, and Professional Services teams. This cross-functional collaboration is essential for supporting customers throughout their entire journey, from initial engagement to ongoing success. By elevating the customer experience and delivering a differentiated premium support offering, you will help build trusted relationships that foster long-term partnerships and customer retention.
• Driving product and experience improvements is a collaborative effort. You will partner with Product and Engineering teams to identify patterns and root causes of customer pain points. By translating these insights into clear, actionable opportunities, you will help drive product enhancements and process improvements that remove friction at the source. This proactive approach ensures customers remain successful with DeepL products and contributes to an overall elevated customer experience.
• Leading through evolution requires adaptability and a steady hand. In DeepL's fast-changing environment, you will provide clarity and stability, guiding your teams through product launches, organizational shifts, and the adoption of new support methodologies with confidence and care. You will foster an inclusive, high-accountability culture where a 'default to action' mindset is the standard, encouraging proactive problem-solving and a commitment to achieving results.

🎯 Requirements

• Significant leadership experience in Customer Support or Customer Experience (CX), with a proven track record of successfully managing managers and building high-performing teams in high-growth technology environments.
• Demonstrated experience in evolving and modernizing support models, including specialization, premium service design, workflow optimization, and the thoughtful adoption of automation and AI.
• Proven ability to build trust and influence cross-functional peers (Sales, Customer Success, Product, Engineering, Operations) and senior stakeholders through clear, credible communication.
• Experience in organizational design, developing leaders and specialists, and creating clear growth paths to maximize team capability and impact.
• Strong operational excellence, combining strategic thinking with hands-on problem-solving to identify friction, improve workflows, and leverage modern support platforms (e.g., Zendesk, Salesforce) and analytics for performance management.
• A customer-first, outcome-driven mindset, consistently prioritizing customer needs and taking ownership of delivering measurable results, using insights to drive improvements and align stakeholders.

🏖️ Benefits

• Diverse and internationally distributed team with over 90 nationalities, fostering a global community and connecting diverse cultures.
• Open communication and regular, actionable feedback, valuing clear communication, empathy, and a growth mindset.
• Hybrid work model with flexible hours, offering a balance between in-office collaboration and remote work flexibility.
• Virtual Shares program, providing employees with a stake in DeepL's growth and success.
• Regular in-person team events and company-wide gatherings to foster team bonding and collaboration.
• Monthly full-day 'Hack Fridays' for passionate project work and cross-team collaboration.
• 30 days of annual leave (excluding public holidays) and access to mental health resources for well-being.
• Competitive and location-tailored benefits package designed to support employees globally.

Skills & Technologies

Senior

Hybrid

Degree Required

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DeepL SE

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About DeepL SE

DeepL SE develops and operates neural machine translation technology. Founded in 2017 as Linguee GmbH, the Cologne-based company rebranded in 2019 after creating DeepL Translator, a service noted for outperforming Google Translate in blind tests. The platform supports 33 languages and offers browser, desktop, mobile and API access, serving individuals, businesses, and developers worldwide. Revenue comes from tiered subscription plans for pro features and volume-based API usage. DeepL continues to invest in AI research to maintain translation quality and expand language coverage.

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