Senior Manager Customer Support

DeepL is a global AI product and research company looking for a Senior Manager Customer Support to join their team in Austin, Texas. The ideal candidate will have significant leadership experience in Customer Support/CX and a track record of successfully managing high-performing teams in high-growth tech environments. The role involves driving regional vision, owning regional performance, leading leaders, evolving the Customer Support craft, refining the engine, standardizing excellence through data, enabling customer outcomes, and driving product and experience improvements.

Requirements

• Leadership maturity: significant leadership experience in Customer Support/CX, with a track record of successfully'managing managers' in high-growth tech environments, building high-performing teams and leading teams through change.
• Experience evolving support models: A track record of modernizing support through specialization, premium service design, workflow optimization, and the thoughtful adoption of automation and AI, enabling teams to work more effectively and deliver better customer outcomes.
• Stakeholder mastery: Proven ability to build trust and influence with cross-functional peers across Sales, Customer Success, Professional Services, Product, Engineering, and Operations, as well as with senior stakeholders, communicating clearly and credibly to build alignment, drive action and deliver outcomes.
• Organizational design and talent development: Experience designing and evolving team structures, developing leaders and specialists, and creating clear growth paths that unlock capability and maximize impact.
• Operational excellence: Ability to combine strategic thinking with hands-on problem-solving, identifying operational friction, improving workflows, and strengthening how support runs day to day, using modern support platforms (e.g. Zendesk, Salesforce) and analytics to understand performance, spot opportunities, and guide priorities.
• Customer-first, outcome-driven mindset: You consistently start from the customer perspective and take ownership of delivering outcomes, not just activity. You use customer insights and operational signals to prioritize what matters most, drive improvements that reduce friction and strengthen experience, aligning partners across the organization and senior stakeholders around what delivers real impact.

Benefits

• Diverse and internationally distributed team
• Open communication, regular feedback
• Hybrid work, flexible hours
• Virtual Shares - An ownership mindset in every role
• Regular in-person team events
• Monthly full-day hacking sessions
• 30 days of annual leave
• Competitive benefits