Customer Support Specialist | Payment & Fraud in Köln bei DeepL SE

is Germany's best-known AI company. We develop neural networks to help people work with language. With DeepL Translator, we have created the world's best machine translation system and made it available free of charge to everyone online. Over the next few years, we aim to make DeepL the world's leading language technology company.

Our goal is to overcome language barriers and bring cultures closer together.

What distinguishes us from other companies?

DeepL (formerly Linguee) was founded by developers and researchers. We focus on the development of new, exciting products, which is why we spend a lot of time actively researching the latest topics. We understand the challenges of developing new products and try to meet them with an agile and dynamic way of working. Our work culture is very open because we want our employees to feel comfortable. In our daily work we use modern technologies - not only to translate texts, but also to create the world's best dictionaries, and solve other language problems.

When we tell people about DeepL as an employer, reactions are overwhelmingly positive. Maybe it's because they have enjoyed our services, or maybe they just want to get on board with our quest to break down language barriers and facilitate communication.

What will you be doing at DeepL?
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!

Your responsibilities

• Become an ambassador for DeepL’s products and an expert on our customers’ needs in order to troubleshoot and rapidly resolve inquiries
• As part of our multilingual support team, you will assist customers from all over the world with a focus on payment related topics
• You will tackle complex customer requests and payment focused issues via e-mail
• You will work hand in hand with your teammates, collaborate with other teams and with external payment partners

What we offer

• Make an impact! We break down language barriers worldwide and bring different cultures closer together
• Experience the excitement of a rapidly growing scale-up. Over the last year we doubled in size with employees located across UK, Netherlands, Germany, Poland, and Japan
• The opportunity to shape a product experience for an unlimited market with a diverse customer base (international customers, from start-ups to large corporations)
• We’ve got your back. We are an experienced, highly committed team with transparent decision-making processes. We cherish collaboration and efficiency, but the human approach, trust, empathy, and inclusivity are just as important
• Flexible work arrangements: with office hubs in Cologne, Berlin, London, and Amsterdam, you choose where and how you work. We offer fully remote work from UK/DE/NL/PL, no strings attached, no 'to be reviewed'- DeepL is a remote-positive company now and forever
• Regular innovative team-building events – internationally!

About you

• Very good and precise written expression in English; German and/or French (or other languages) are a big plus
• You enjoy working with international customers from around the world
• Troubleshooting issues related to payment processing and finding solutions for our customers in a friendly and productive manner comes naturally to you
• Experience with payment service providers is a requirement for this position, a background in FinTech can also be helpful
• You are familiar with different payment methods and payment processing. Terms like dispute or SEPA are not foreign to you
• You have one foot in the world of tech, with curiosity and interest in digital products and internet applications
• Experience with invoicing and/or fraud prevention is a plus

We are looking forward to your application!