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Quality & Excellence Manager - Support Operations



Customer Service, Operations, Quality Assurance
Warsaw, Poland · Amsterdam, Netherlands · London, UK · Cologne, Germany · Munich, Germany · Berlin, Germany · Leipzig, Germany · North Rhine-Westphalia, Germany · Germany
Posted on Tuesday, July 9, 2024

Meet 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 next 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.

What will you be doing at DeepL?

In this brand new role, the Quality & Excellence Manager, part of the Support Operations team, will aim to ensure that our Customer Support teams deliver a consistently high quality of service by supporting the creation of effective training & refresher programs along with robust quality frameworks. By working closely and cross functionally with internal teams, you will help achieve the mission of the Support Operations team in “Elevating support to an art, our mission is to orchestrate seamless customer interactions and championing a culture of continuous improvement.”

As the first hire in this role, you will be tasked with defining quality standards, lead initiatives in developing quality assessments and audits and support the implementation of targeted improvement plans. Your role will involve conducting quality calibration sessions and championing the significance of quality management programs. In addition to ensuring our Customer Support team are delivering a consistent high quality of service, you will also support the continuous improvement of our AI Driven support to ensure our customers experience the same high quality consistency across human and AI support channels.

This is a pivotal role in helping steer the direction and effectiveness of our Quality Assurance efforts and the successful candidate will be at the forefront of ensuring that our Support teams not only meet but exceed our customers expectations.


Your responsibilities

  • Strategy & Vision: Develop and implement comprehensive quality assurance and continuous improvement strategies that align with DeepL’s mission and customer satisfaction goals.

  • Quality Management & Excellence: Develop quality improvement frameworks and effective tools. Work with the Customer Support leadership teams to set expectations, monitor performance and foster a culture of continuous development.

  • Continuous Improvement: Responsible for the identification, design and implementation of continuous improvements initiatives across the Customer Support organisation. Create an environment where change is welcomed, improvement is ongoing, and new ideas are encouraged. And don't forget to learn from past experiences!

  • Change Management: Take charge of organizational change by clearly communicating the need for improvement and helping your teams navigate through any transitions.

  • Data Driven Decisions: Look for patterns, areas for improvement, and opportunities by analyzing metrics. Use quality and performance data to guide your decisions and make processes even better.

  • Learning & Development: Encourage the professional learning & development of the Support team with constructive feedback and guidance through the established frameworks. Collaborate closely with the Knowledge Management team in highlighting and designing new and effective training and refresher programs.

  • Embrace change and creativity: Keep up with the latest trends in customer experience (CX), new technologies, and ever-changing expectations of customers. Encourage the use of innovative tools and techniques to improve the quality evaluation process and provide an exceptional customer experience.

  • Customer First: Promote a customer-centric culture within the team, emphasising the importance of delivering exceptional customer service.

Qualities we look for

  • As an ideal candidate for our Quality & Excellence Manager position, you are driven, detail-oriented, and have a knack for understanding and streamlining operational processes.
  • You will have strong and proven experience in quality assurance across the customer contact environment. Although not a leadership position (Yet), strong leadership qualities will be needed to manage stakeholders across the organisation.
  • You possess excellent communication skills and can easily bridge the gap between various teams, understanding their needs, and ensuring smooth collaboration.
  • You're proactive, always on the lookout for potential improvements.
  • You will have experience in developing and implementing quality assurance frameworks and methodologies, and project management skills with the ability to manage budgets, timelines, and resources while delivering against multiple priorities and working under pressure.
  • You’ll also have a good understanding of various contact centre technologies, such as Zendesk and how they function.
  • You are fluent in English, which is our company language.
  • Your ability to lead, to be a team player, and your dedication to improving customer satisfaction set you apart.

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
  • Remote work, flexible hours: whether you're near or in our hubs in cities like Cologne, Berlin, Amsterdam, London, or prefer the comfort of your own home, you decide where your office is. We offer remote opportunities, 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 onboardings, to company-wide events that bring us all together–literally
  • Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity
  • 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 which 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.

Remote, Hybrid
  • Poland
  • Netherlands
  • United Kingdom
  • Germany
+3 more
Customer Team