Senior Manager - Customer Support

Responsibilities

• Define and execute the regional Customer Support strategy for Japan and APAC, translating global goals into actionable roadmaps.
• Own regional performance metrics including CSAT, quality, responsiveness, resolution rates, and backlog health.
• Coach and develop a team of team leaders and managers to build high-performing, resilient teams.
• Evolve support workflows and operational models to improve scalability and reduce complexity.
• Partner cross-functionally with Product, Engineering, Sales, and Customer Success to drive product improvements and support customer journeys.
• Represent the Japan and APAC region within the global Support leadership team.

Requirements

• Significant leadership experience in Customer Support or CX, specifically managing managers in high-growth tech environments.
• Proven track record of evolving support models through workflow optimization and the adoption of automation or AI.
• Fluency in both Japanese and English (written and verbal) is required.
• Proficiency with modern support platforms such as Zendesk or Salesforce.
• Strong ability to influence cross-functional stakeholders and senior leadership.
• Experience with organizational design and talent development.

About the Company

DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. With over 200,000 business customers and millions of individuals worldwide, DeepL's Language AI platform provides human-like translation, improved writing, and real-time voice translation. Founded in 2017, we are a team of innovators dedicated to breaking down language barriers and unlocking human potential through cutting-edge technology.