Summary

This senior leadership role will establish and scale DeepL's technical support engineering function for a B2B SaaS environment. You will lead technical support specialists across countries, improve support operations and escalation handling, and partner with Engineering, Product, and GTM to improve customer outcomes.

Responsibilities

• Set strategy for the technical support function
• Lead and develop technical support specialists
• Build specialist capability and career growth paths
• Modernize workflows through automation and AI
• Measure technical quality and customer outcomes
• Turn customer pain points into product improvements
• Guide teams through launches and organizational change