DeepL

Customer Support Specialist, Premium

DeepL

full-time

Posted on:

Location Type: Hybrid

Location: Austin • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • 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 KPIs and actively contribute to team KPIs
  • 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 other channels such as messaging/chat, phone, and virtual meetings
  • Provide guidance to our Premium Support customers on DeepL product features and functionality
  • Collaborate closely with Customer Support, Customer Success, Sales, and other departments to ensure quick and effective issue resolution
  • Respond to customers during system outages within agreed timeframes and act as the conduit between DevOps and customers to keep them updated
  • Work alongside backend support teams as needed to resolve complex issues and follow up 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

Requirements

  • Excellent written communication skills and fluency in English; additional languages advantageous
  • Passion for providing best-in-class service to high-value customers
  • Experience working with international teams and customers across time zones
  • Enjoys troubleshooting and investigating complex technical issues; initiative and resourcefulness
  • Solid experience with customer subscription systems, APIs, SSO, and JIRA
  • Experience with payment processor applications such as Stripe; familiarity with SEPA a plus
  • 3+ years of Customer Support experience (SaaS) in a technical support capacity
  • Experience with tools such as Postman and the technical acumen to work with APIs
  • Eager to research and troubleshoot thoroughly before escalating; strong ownership and follow-through
  • Flexibility in working hours, able to work 8-hour shifts between 6 am and 5 pm, five days a week (Monday – Sunday), including weekend work
  • Willingness to participate in an on-call rota (1 week in 6) covering evenings and weekends
  • Experience with Zendesk, Slack, Asana, Chargebee, Salesforce (nice to have)
  • Strong understanding of APIs, software troubleshooting, and cloud-based platforms (nice to have)
Benefits
  • 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.
  • Hybrid work, flexible hours: team members coming into the office twice a week and flexible working hours with trust in productivity.
  • Regular in-person team events
  • Monthly full-day hacking sessions (Hack Fridays)
  • 30 days of annual leave (excluding public holidays)
  • Access to mental health resources
  • Competitive benefits tailored to location

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supporttechnical supporttroubleshootingAPIsSSOpayment processor applicationsStripecustomer subscription systemssoftware troubleshootingcloud-based platforms
Soft skills
written communicationinitiativeresourcefulnessownershipfollow-throughflexibilityteam collaborationcustomer serviceproblem-solvingambassador