Premium Customer Support Specialist - Japan

Premium Customer Support Specialist - Japan MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Building on a history of innovation, quality and security, DeepL continues to expand its offerings beyond the field of Language, including DeepL Agent - an autonomous AI assistant designed to transform the way businesses and knowledge workers get work done. Founded in 2017 by CEO Jarek Kutylowski, DeepL now has over 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn https://www.linkedin.com/company/deepl/,Instagram https://www.instagram.com/deepl_official/, and our Blog https://www.deepl.com/en/blog. 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 - Tackle complex customer requests, including technical issues, via e-mail, and at times via other channels such as messaging and/or chat, phone, and virtual meetings - Provide guidance to our Premium Support customers on DeepL product features and functionality - Collaborate closely with the rest of the Customer Support Team, Customer Success, Sales, and other departments to ensure that customer issues are resolved quickly and effectively - Respond to customers during system outages within agreed timeframes; act as the conduit between our DevOps team and our customers to keep them updated - Work alongside backend support teams as needed to resolve more complex customer issues, following up with the customer until resolution - Assist the wider Customer Support team with customer tickets when Premium ticket volume is low - Occasionally be on call outside of core business hours to support key customers around the clock ABOUT YOU - You have excellent written communication skills and are fluent in English; using it daily is no challenge. Additional languages are advantageous - You love dealing with high-value customers and are passionate about providing a best-in-class customer experience - You enjoy and are experienced in working with international teams and customers around the world ... (truncated, view full listing at source)