Senior Manager - Customer Support

Senior Manager - Customer Support 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. MEET THE TEAM At DeepL, we are on an exciting journey to expand our operations in line with our ambitious growth plans. Our Customer team is a cornerstone of DeepL's commitment to outstanding user experience and customer satisfaction. Our mission is to build and develop high-performing customer teams that embody DeepL's innovative spirit and drive for excellence. Working in close partnership with Product, Engineering, Sales, and Marketing, you will collaborate to address customer needs and feedback effectively. WHAT WILL YOU BE DOING AT DEEPL? As Senior Manager, Customer Support for Japan and APAC, you will be both an architect and an operator — defining regional strategy while staying close to day-to-day execution. This is a senior leadership role within DeepL's fast-growing Asia Support function, reporting into the global Customer Support leadership team. You will lead a team of team leaders and specialists, drive regional performance, and partner cross-functionally to deliver a world-class customer experience across the region. YOUR RESPONSIBILITIES - Drive the regional vision: Act as the architect for Japan and APAC Customer Support, translating global goals into a regional strategy. Define what "world-class" looks like for customers in this region and build the roadmap to get there. - Own regional performance: Own Customer Support outcomes across Japan and APAC — including CSAT, quality, responsiveness, resolution rates, backlog health, and escalation effectiveness — while ensuring critical regional programs land on time with real impact. - Lead leaders: Coach and develop a team of team leaders and managers, strengthening their ability to lead through change and empowering them to build high-performing, resilient teams of their own. - Evolve the Customer Support craft: Champion a culture of continuous upskilling and professional development. Identify ... (truncated, view full listing at source)