Sales Strategy & Operations Manager
•Envoy· 22h
SalesFull-timeAmericas
22h ago
DeepL·8 days ago
DeepL is a global communications platform powered by Language AI. Since 2017, we’ve been on a mission to break down language barriers. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. And, empower millions of individuals worldwide to make sense of the world and express their ideas.
Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real-life impact. To achieve this, we need talented individuals like you to join our exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.
What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. When we share what it's like to work at DeepL, the reactions are overwhelmingly positive. This may be because of our products that have helped countless people worldwide or our shared mission to improve communication for individuals and businesses, bringing cultures closer together. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation and employee well-being. Discover what our teams have to say about life at DeepL on LinkedIn, Instagram and our Blog.
As a Sales Support Specialist at DeepL, you will be the first line of support for our global sales organisation of over 250 Account Executives (AEs), Sales Development Representatives (SDRs), and Customer Success Managers (CSMs). This dedicated full-time role is critical to ensuring our sales teams can operate efficiently by providing timely resolution to system and process queries, maintaining data integrity across our tech stack, and identifying opportunities for operational improvements. You will serve as the primary triage function, managing support requests across multiple time zones and escalating complex issues to senior operations team members.
Support Operations & Triage
Monitor and manage the Sales Operations support Slack channel, providing first-level support and timely resolution to sales team queries across APJ, EMEA, and Americas regions
Triage incoming support requests, determining appropriate resolution paths and escalating complex issues to Operations or Salesforce team members
Handle inbound requests from internal stakeholders, following up to ensure satisfactory closure and documenting resolutions
Provide extended support coverage during quarter-end and year-end periods (availability for Quarter/Year End and between Christmas and New Year)
Ticketing System & Process Management
Lead the implementation and management of a formal support ticketing system to replace the current Slack-based process
Document all support requests, resolutions, and root causes within the ticketing system
Analyze ticket patterns and trends to identify recurring issues and systemic problems
Present findings and recommendations to the Director of Sales Operations & Systems for process improvements and automation opportunities
Develop and maintain SLAs for support response and resolution times
Ownership of Salesforce support queue lead management
Data Integrity & System Management:
Ensure data integrity across our sales tech stack, with particular focus on the critical link between Salesforce (CRM) and ChargeBee (billing system)
Collaborate with Sales and Business Development representatives to verify data inputs, troubleshoot errors, and resolve data quality issues
Monitor and maintain accuracy of pricing, product configurations, and customer data across systems
Identify and correct data inaccuracies, analyzing trends to prevent future issues
Support user management and configuration for assigned sales tools
Tool Renewal and administration for a small selection of tools
Training & Documentation:
Create and maintain comprehensive training materials and workflow documentation for common support scenarios and resolutions
Update documentation as business needs evolve, new features are added, or processes change
Support onboarding of new sales team members by providing guidance on systems and processes
Develop self-service resources to reduce repetitive support requests
Cross-functional Collaboration:
Work closely with Sales Operations, Customer Operations, Finance Operations, and Salesforce Administration teams to resolve complex issues
Coordinate with other Operations colleagues to deliver on projects and manage support requests
Act as a liaison between sales teams and technical/operations teams to ensure clear communication
Participate in special projects as needed and contribute to process enhancement initiatives
Managing the sales queue in Zendesk, including triaging tickets. Enhancing and automating the Zendesk and Salesforce support queue processes
Deal Support:
Provide critical support during quarter-end and year-end deal closure periods
2-4 years of experience in Sales Operations, Sales Support, Revenue Operations, or related field
Strong understanding of CRM systems (Salesforce experience highly preferred)
Experience with billing/subscription management systems (ChargeBee or similar)
Proven ability to manage multiple priorities in a fast-paced, global environment
Excellent problem-solving skills with a methodical approach to troubleshooting
Strong attention to detail and commitment to data accuracy
Experience creating and maintaining process documentation
Even Better If You Also Have:
Previous experience working in a high-growth SaaS environment
Experience implementing or managing support ticketing systems
Knowledge of additional sales tools in our tech stack (ZoomInfo, Cognism, LinkedIn Sales Navigator, Salesloft)
Understanding of subscription business models and revenue recognition
Experience working with global sales teams across multiple regions
Background in sales or business development roles, providing firsthand understanding of sales team needs
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.
Virtual Shares: An ownership mindset in every role. We believe everyone should share in our success, and that’s why every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth and rewarding you with a stake in our future.”
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.
30 days of annual leave: we value your peace of mind. With 30 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!
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.