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Premium Customer Support - EMEA

IVP, City of Westminster

Premium Customer Support - EMEA

Salary Not Specified

IVP, City of Westminster

  • Full time
  • Permanent
  • Remote working

Posted 1 week ago, 7 Nov | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 9e1ae3630f7945f8b5c058710b141e17

Full Job Description

  • 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
  • You will tackle complex customer requests including payment and technical issues via e-mail, and at times via other channels such as messaging and/or chat & phone
  • Provide guidance to our Premium Support customers on DeepL product features and functionality
  • Collaborate closely with the rest of the Customer Support Team to ensure that customer issues are resolved quickly and effectively
  • Respond to customers when system outages occur, within the agreed timeframes; be the conduit between our Dev Ops team and our customer during these system outages ensuring they are kept up to date
  • Work alongside backend support teams as needed in order to resolve more complex customer issues, following up with the customer until resolution
  • Help the wider Customer Support team with customer tickets when Premium ticket volume is low
  • There will be the occasional requirement to be on call outside of core business hours in order to support key customers around the clock.

    Excellent written communication skills, fluent English; additional languages are advantageous
  • You love dealing with high valued customers, providing a best in class customer experience for our users
  • You enjoy working with international customers from around the world
  • Experience with troubleshooting complex technical issues related to payment processing and finding solutions for our customers in a friendly and productive manner
  • Solid experience with customer subscription systems
  • 3+ year Customer Support experience in a technical and/or payment support capacity is required
  • Flexibility in working hours required, including the ability to work 8 hour shifts between 6am and 5pm Local Time, 5 days a week (Monday - Sunday, so including weekend work) to ensure comprehensive coverage and exceptional customer support.
  • In the early part of this project, flexibility to be part of an on-call rota (1 week in 6) covering evenings and weekends where platform outages occur.

    DeepL is a global communications platform powered by Language AI. Since 2017, we've been on a mission to break down language barriers. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. And, empower millions of individuals worldwide to make sense of the world and express their ideas.
    • Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real-life impact. To achieve this, we need talented individuals like you to join our 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 What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. When we share what it's like to work at DeepL, the reactions are overwhelmingly positive. This may be because of our products that have helped countless people worldwide or our shared mission to improve communication for individuals and businesses, bringing cultures closer together. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation and employee well-being. Discover what our teams have to say about life at DeepL on LinkedIn, Instagram and our Blog.Meet the team behind this journey DeepL is tech for good, dismantling language barriers around the world and constantly expanding to new markets. Be part of our growth right at the center of the DeepL customer experience by helping us provide excellent support to customers all around the world with a focus on payment processing and fraud detection. Join a diverse, friendly and enthusiastic team that hails from all corners of the globe and all walks of life - we are looking forward to becoming even more effective together with you,
  • 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. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together.
  • Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team's general locations and time zones to foster effective and seamless collaboration.
  • Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together-literally.
  • Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams-we value your initiatives, impact, and creativity.
  • 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
  • Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way.
    • 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, apply-let'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 are-we 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.

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