Job Overview
Location
Austin
Job Type
Full-time
Category
Operations
Date Posted
April 15, 2026
Full Job Description
đź“‹ Description
- • As Senior Manager Customer Support at DeepL, you will lead the AMER Customer Support function, translating global goals into regional strategy and owning outcomes across CSAT, quality, responsiveness, resolution, backlog health, and escalation effectiveness.
- • You will coach and develop team leaders/managers, strengthen their ability to lead through change, and empower them to build high-performing, resilient teams while championing continuous upskilling and professional development for specialists.
- • You will partner with Product, Engineering, Sales, Customer Success, and Professional Services to drive product improvements, standardize excellence through data, and enable customer outcomes by elevating the support experience and building trusted relationships.
- • You will refine operational workflows, uncover inefficiencies, lead improvement programs, and foster an inclusive, high-accountability culture where 'default to action' is standard, guiding teams through product launches, organizational shifts, and new support methodologies.
- • DeepL is a global AI product and research company with over 1,000 employees, trusted by 200,000+ business customers and millions of individuals across 228 markets, dedicated to building secure, intelligent AI solutions that drive better communication and foster connections.
- • The Customer team is central to DeepL’s mission of outstanding user experience and satisfaction, working closely with cross-functional teams to address customer needs and feedback effectively in a purpose-driven, innovative environment.
- • You will grow your leadership impact by designing evolving team structures, developing leaders, creating clear growth paths, and combining strategic thinking with hands-on problem-solving to strengthen day-to-day support operations using modern platforms like Zendesk and Salesforce.
- • You will align partners across the organization and senior stakeholders around customer insights and operational signals to drive improvements that reduce friction, strengthen experience, and deliver real impact.
🎯 Requirements
- • Significant leadership experience in Customer Support/CX with a proven track record of managing managers in high-growth tech environments.
- • Experience evolving support models through specialization, premium service design, workflow optimization, and thoughtful adoption of automation and AI.
- • Proven ability to build trust and influence with cross-functional peers across Sales, Customer Success, Professional Services, Product, Engineering, and Operations, as well as senior stakeholders.
- • Experience designing and evolving team structures, developing leaders and specialists, and creating clear growth paths that unlock capability and maximize impact.
- • Ability to combine strategic thinking with hands-on problem-solving, identify operational friction, improve workflows, and strengthen day-to-day support operations using modern support platforms (e.g. Zendesk, Salesforce) and analytics.
- • Customer-first, outcome-driven mindset: consistently starting from the customer perspective and taking ownership of delivering outcomes, not just activity.
🏖️ Benefits
- • Hybrid work schedule with flexible hours: team members come into the office twice a week, with trust in productivity and alignment across time zones.
- • Virtual Shares: every employee receives ownership-linked compensation, tying individual contribution directly to DeepL’s growth and future success.
- • 30 days of annual leave (excluding public holidays) and access to mental health resources to support well-being.
- • Regular in-person team events, including local gatherings, new-joiner onboardings, and company-wide events that foster connection and collaboration.
- • Monthly full-day hacking sessions (Hack Fridays) to pursue passion projects, collaborate across teams, and drive innovation and creativity.
- • Competitive, globally tailored benefits package reflecting the diversity of DeepL’s international team and aligned to individual location needs.
Skills & Technologies
Go
Senior
Hybrid
Degree Required
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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