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Premium Customer Support Specialists | US



Customer Service
Austin, TX, USA
Posted on Monday, June 24, 2024

Meet DeepL

DeepL, Europe's leading AI company since 2017, is dedicated to breaking down language barriers and bringing cultures closer together. Our expertise in AI and neural networks has enabled us to create cutting-edge communication technologies for businesses, including the acclaimed DeepL Translator which offers 30+ languages, and DeepL Write, our AI writing companion. Our core offering includes a suite of products and tools made for businesses to communicate more effectively, both internally and with their customers around the globe.

Our goal is to become the global leader in Language AI and build products that help drive better communication, drive connection, and make real-life impact. To do that, we need talented people, like you, who want to be a part of this 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 destination.

What sets us apart

We are committed to innovation and to a nurturing work environment. Founded by developers and researchers, we spend a lot of time actively reviewing the latest trends in generative AI and software engineering. Known for pioneering AI technologies, we dive deep into cutting-edge research to create not only translations, but advanced language solutions. Combining our use of modern technology, comprehensive employee benefits with our open and welcoming work culture is what sets us apart.

When we tell people about DeepL as an employer, the reactions are overwhelmingly positive. Maybe it's because of the products that have helped countless people worldwide, or maybe it's because of our shared goal of improving communication for individuals and businesses worldwide. What we're certain of is this: being part of DeepL means joining a team committed to innovation and the well-being of its employees.

Meet the teams behind this journey

DeepL is tech for good, dismantling language barriers around the world and constantly expanding to new markets. Be part of our growth right at the center of the DeepL customer experience by helping us provide excellent support to customers all around the world with a focus on payment processing and fraud detection. Join a diverse, friendly and enthusiastic team that hails from all corners of the globe and all walks of life - we are looking forward to becoming even more effective together with you


Your responsibilities

  • Provide timely and accurate responses via our support system to our Premium Enterprise Customers
  • Maintain high service standards, understand specific customer needs, troubleshoot, escalate issues, and identify product bugs
  • Provide top quality service while maintaining global and personal KPIs
  • Identify product bugs and feature requests and escalate to relevant teams accurately if required
  • Achieve personal KPI’s and actively contribute to team KPI’s
  • Become an ambassador for DeepL’s products and an expert on our customers’ needs
  • You will tackle complex customer requests including payment and technical issues via e-mail, and at times via other channels such as messaging and/or chat & phone
  • Provide guidance to our Premium Support customers on DeepL product features and functionality
  • Collaborate closely with the rest of the Customer Support Team to ensure that customer issues are resolved quickly and effectively
  • Respond to customers when system outages occur, within the agreed timeframes; be the conduit between our Dev Ops team and our customer during these system outages ensuring they are kept up to date
  • Work alongside backend support teams as needed in order to resolve more complex customer issues, following up with the customer until resolution
  • Help the wider Customer Support team with customer tickets when Premium ticket volume is low
  • There will be the occasional requirement to be on call outside of core business hours in order to support key customers around the clock.

Qualities we look for

  • Excellent written communication skills, fluent English; additional languages are advantageous
  • You love dealing with high valued customers, providing a best in class customer experience for our users
  • You enjoy working with international customers from around the world
  • Experience with troubleshooting complex technical issues related to payment processing and finding solutions for our customers in a friendly and productive manner
  • Solid experience with customer subscription systems
  • 3+ year Customer Support experience in a technical and/or payment support capacity is required
  • Flexibility in working hours required, including the ability to work 8 hour shifts between 7 am and 7 pm, 5 days a week (Monday – Sunday, so including weekend work) to ensure comprehensive coverage and exceptional customer support.
  • In the early part of this project, flexibility to be part of an on-call rota (1 week in 6) covering evenings and weekends where platform outages occur.

Nice to have

  • Make an impact! We break down language barriers worldwide and bring different cultures closer together
  • Experience the excitement of a rapidly growing scale up - over the last year we doubled in size with employees located across UK, Netherlands, Germany, Poland, Japan and the US
  • The opportunity to shape a product experience for an unlimited market with a diverse customer base (international customers, from start-ups to large corporations)
  • We’ve got your back. We are an experienced, highly committed team with transparent decision-making processes. We cherish collaboration and efficiency, but the human approach, trust, empathy, and inclusivity are just as important
  • A chance to participate in regular innovative team-building events – internationally!

What we offer

  • 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.
  • 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 makes us better together.
  • Hybrid work, flexible hours: whether you're near our hub in Cologne, or prefer the comfort of your own home, you decide where your office is. We offer flexible working hours and trust in your productivity, all in sync with your team's general locations and time zones to foster effective and seamless collaboration. Our aim is to integrate your work with your lifestyle, ensuring a balance that respects both your needs and our operational requirements.
  • 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 on-boardings, to company-wide events that bring us all together–literally.
  • Comprehensive health insurance: your health comes first. With our comprehensive insurance, we'll make sure you're covered from head to toe.
  • 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.
  • Annual learning budget: because we never stop learning, we’ve set up an annual budget for your professional development—pick a learning path that contributes to your career development and we'll back you up.

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!

Please make sure to send your application in English.

  • United States
Customer Team