Premium Customer Support Specialist - Japan

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Building on a history of innovation, quality and security, DeepL continues to expand its offerings beyond the field of Language, including DeepL Agent - an autonomous AI assistant designed to transform the way businesses and knowledge workers get work done. Founded in 2017 by CEO Jarek Kutylowski, DeepL now has over 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn https://www.linkedin.com/company/deepl/,Instagram https://www.instagram.com/deepl_official/, and our Blog https://www.deepl.com/en/blog. YOUR RESPONSIBILITIES - 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 - Tackle complex customer requests, including technical issues, via e-mail, and at times via other channels such as messaging and/or chat, phone, and virtual meetings - Provide guidance to our Premium Support customers on DeepL product features and functionality - Collaborate closely with the rest of the Customer Support Team, Customer Success, Sales, and other departments to ensure that customer issues are resolved quickly and effectively - Respond to customers during system outages within agreed timeframes; act as the conduit between our DevOps team and our customers to keep them updated - Work alongside backend support teams as needed to resolve more complex customer issues, following up with the customer until resolution - Assist the wider Customer Support team with customer tickets when Premium ticket volume is low - Occasionally be on call outside of core business hours to support key customers around the clock ABOUT YOU - You have excellent written communication skills and are fluent in English; using it daily is no challenge. Additional languages are advantageous - You love dealing with high-value customers and are passionate about providing a best-in-class customer experience - You enjoy and are experienced in working with international teams and customers around the world - You enjoy troubleshooting and investigating complex technical issues, using your initiative and resourcefulness to find solutions in a friendly and productive manner - You bring solid experience with customer subscription systems, APIs, SSO, JIRA, and are confident in handling incidents during weekends and out-of-office hours - You have 3+ years of Customer Support experience (SAAS) in a technical support capacity - You’re experienced in tools such as Postman and have the curiosity and technical acumen to work with APIs and explore new technical concepts independently - You are eager to research and troubleshoot thoroughly before escalating issues, showing a strong sense of ownership and follow-through - You are open to new challenges, enjoy self-learning, and are motivated to continuously improve your technical skills - You are empathetic, collaborative, and enjoy working across teams to ensure customers are well-supported - Flexibility in working hours is required, including the ability to work 8-hour shifts between 6 am and 5 pm, five days a week (Monday – Sunday), including weekend work - In the early part of this project, you are willing to participate in an on-call rota (1 week in 6) covering evenings and weekends in case of platform outages 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. 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 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.