Customer Support Specialist (Premium) - US

Premium Customer Support Representative

Our Premium Customer Support team at DeepL is a group of passionate, technically adept professionals who thrive on delivering an exceptional customer experience. We serve as the first point of contact for our most valued customers, ensuring their needs are met with speed, accuracy, and empathy. The team is made up of experienced support specialists who bring a strong background in SaaS environments and technical troubleshooting. We collaborate closely with colleagues across departmentsincluding Engineering, Customer Success, Sales, and DevOpsto ensure a seamless and responsive support experience. Whether it's resolving complex technical issues, escalating critical bugs, or guiding users through advanced product features, we are committed to being product experts and trusted partners for our customers. We pride ourselves on our global mindset, working across time zones and cultures with flexibility, precision, and a shared dedication to continuous learning. Our environment values curiosity, initiative, and clear communicationespecially when it comes to navigating high-impact incidents and guiding our users through them with confidence and care.

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

Qualities We Look For

Nice To Have

What We Offer

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, applylet's discover your potential together. We can't wait to meet you!

We Are An Equal Opportunity Employer

You are welcome at DeepL for who you arewe appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It's in our diversity that we will find the power to break down language barriers in the world.