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Dashlane // digital identity management
 
Product, Full Time    New York City, United States    Posted: Thursday, October 10, 2019
 
   
 
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JOB DETAILS
 

Are you passionate about delivering amazing customerexperience? Do you have a proven track record in analyzing customer feedback, delivering valuable suggestions to Product organization in a very dynamic environment? Do you love challenges andsolving complex customer, business & technology puzzles?If so, we have a career opportunity for you asProduct Specialist, Customer Support & Serviceat Dashlane.

Dashlane is a password manager & online security app for everyone who lives, works, & plays on the internet. With a simple, intuitive design & patented security technology, Dashlane keeps passwords, personal data, & payment info atpeople'sfingertips, so they can stop guessing passwords & wasting time filling out forms. Dashlane has helped over12million users in 180 countries manage & secure their digital identities & has enabled over $17 billion in e-commerce transactions. Our team in Paris, New York & Lisbon is united by our passion for password security & the belief that our success is built on the diverse backgrounds of every member.

As a Product Specialist in the Customer Support & Service, you'll work on an exciting product that revolutionize the Digital identity market & have the opportunity to work directly to help shape the overall customer support strategy.

In this role, you will be the connection between internal product development groups & external end users. Your work will ensure that Product/Engineering has visibility into user challenges & you will represent the voice of the customer in cross-functional settings.You will support the Customer Support & Service team throughout incidents, analyze spikes in tickets, investigate & resolve issues & search forrecurrentproblems & fixes.You'll ensure that the product-related knowledge our customers receive from our Dashlane support team is accurate, thorough, & relevant to them. Additionally, you'll be a key contributor to support strategy around new launches, using your analytical skills & strategic perspective to recommend solutions that will shape our products & enhance user satisfaction & engagement.

You will be based inParis or New York.

At Dashlane you will:

  • Represent the voice of the customer to internal stakeholdersincluding Product Management, Engineering, Marketing, & Legal teams.
  • Build strong relationship with Product & Engineering department to advocate for our users
  • Partner cross-functionally to resolve users challenges with data & monitor key metrics
  • Support operation teams (agents) in identifyingthe most important issues & frustrations from our customers & provide solutions to resolve them
  • Analyze & identify trends in support tickets
  • Analyzingcustomers feedback & build strong analytical structure to report on a regular basis about trends of users questions, issues andbehaviors
  • Build recommendations to improve customer experience & implement it through Product or Customer Support & Service teams
  • Run A/B tests to evaluate initiatives & present results
  • Think out-of-the-box to bypass technical limitations or complexity
  • Design & work on Support customer journey & identify any areas of improvement
  • Coach L2 & Senior L2 agents to deliver valuable feedback to Product & Engineering team & align suggestion with Company strategy
  • Work with Content & Self service strategy team to build the best content for our users to troubleshoot their issue them-self.

Requirements:

  • 5+ years of experience in working with Product or Engineering teams in a program/product management, consulting, & customer support function.
  • Bachelor's degree or above

We're Also Looking For:

  • Strong project management skillsto work on different type of project simultaneously & ability to work independently with attention to detail.
  • Experience analyzing large data sets & summarizing trends.
  • Effective judgment in navigating & resolving sensitive situations, & demonstrated written & verbal communication skills.
  • Impact focus on what we choose to prioritize & build at product level.
  • Passion for technology.

Diversity at Dashlane:

A true international company, founded in Paris & currently split between Paris, New York, & Lisbon, we thrive off diverse perspectives. We recognize that diversity has different aspects: gender, sexual orientation, ability, ethnic origin, social background, age, lifestyle, & more. We're committed to hiring people that create a diverse community & foster a culture where everyone is heard & feels a sense of belonging.

 
 
 
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