Support Operations Specialist

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?

Working as part of the Customer Support Operations team, the Support Operations Specialist will be responsible for supporting current and future initiatives to optimise the efficiency and effectiveness of the Customer Support team to ensure exceptional customer service delivery.
This is a key role within Customer Support Operations, contributing to the continued growth of the function. The role will include supporting the Customer Support Operations Managers and acting as a liaison between the support team and other business units.

This position will play a key role in roadmap planning, working with different teams to understand their needs and help strategise the most impactful improvements. You will also need to ensure the smooth onboarding and empowerment of new support agents, guiding them towards effective customer service.

Requirements

Your responsibilities

• Support the identification and tracking of key performance indicators (KPIs) for Support Operations.

• Conceptualize, create, and analyse data-driven reports and dashboards for the Customer Support and Support Operations teams.

• Support and optimise the systems utilised by the Support team.

• Act as a point of contact between the Support team and other business units, ensuring transparent and effective communication.

• Proactively identify areas for potential improvement within the Support Operations and drive initiatives to enhance performance.

• Collaborate in the planning and development of the operational roadmap, factoring in the needs of different teams and long-term goals.

• Facilitate the onboarding and training process for new Support Specialists, ensuring they are well-prepared for their roles.

• Provide daily support to the Support Specialists, addressing issues related to tools, reports, or processes promptly and effectively.

• Participate in strategic meetings and discussions, representing the voice of the Support team and contributing valuable insights.

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

Qualities we look for

• You are driven, detail-oriented, and have a knack for understanding and streamlining operational processes. 
• You have experience in assessing key performance metrics and are proficient at using data analysis to lead improvements within a