Customer Support Team Lead, APJ

Regional Technical Support Manager In Japan

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 centre of the DeepL customer experience by joining as our Regional Technical Support Manager in Japan. This exciting opportunity comes as our customer support team is growing fast to meet the needs of our customers. As we scale our business, we need help in leading our Asia Support Team. We are looking for a real 'people person', to help lead a happy team of Specialists and enable them to be successful here at DeepL. We are looking for someone who embraces change and is able to navigate through ambiguity. If this sounds like you, continue reading!

Your Responsibilities

• Provide leadership, support, and guidance to Support agents across multiple locations within Asia, ensuring operational efficiency, quality, and achievement of both departmental KPIs and company objectives.
• Contribute to the development and implementation of regional strategies.
• Representing Support on the regional leadership team, maintaining regular communication with senior management, providing updates on regional performance.
• Representing Asia within the larger Global Support team, providing regional ownership and updates.
• Support your team in their day-to-day work, unblocking any challenges they may have
• Own the hiring/interviewing of new team members
• Help your team members improve their productivity & efficiency
• Build and maintain a great culture within the team
• Assist with training & onboarding of new starts
• Help your team members with their skills & career development
• Hold regular 1:1s with your team members and run and manage the weekly team meetings
• Utilise our data dashboards to anticipate customer and team trends
• Work to identify opportunities to improve team performance & efficiencies
• Own and Collaborate on projects to support the delivery of department OKRs
• Partner cross functionally to help with the delivery of projects & process improvements.

About You

• Helping others comes naturally to you, and you are passionate about the customer experience
• You have a passion for customer support and bring 5+ years of experience working in a support team and a leadership level
• You have strong communication skills in both Japanese and English (written, verbal)
• Happy to come into the office 3 days a week
• You thrive in ambiguity
• Solving problems and learning new things is what you enjoy
• You are empathetic and understanding of others' needs and actively show an interest in coaching & leadership
• Ability to look at data to understand and interpret issues ahead of time
• Your pro-active nature and willingness to try new things helps you to master ambiguous situations

What We Offer

• 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.
• 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.
• 20 days of annual leave : we value your peace of mind. With 20 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.