Role Description

Part of Dropbox Customer Experience, our Global Support team is responsible for defining & delivering a world-class support experience to our customers & users. We are now recruiting an experienced manager to help lead in the next stage of our development. You will be leading a technical support function known as Customer Support. You will be accountable for delivering against the teams respective SLAs & KPMs.

Responsibilities

• You will provide leadership & direction to your team, while working with other global leaders in a matrix structure. 
• Ensure that SLAs as well as CES, CSAT, FCR & TTR metrics are being adhered to, with a continued drive towards exceeding monthly & quarterly targets.
• You will manage a team of 10 Agents & Contractors located in Australia, & work closely with peers in a globally dispersed team.
• Work with the Global Support leadership team to develop operational discipline & standards for support.
• You will lead & inspire the team to deliver a world-class user & customer support experience.
• Become an expert on the product so that you can provide technical advice & guidance to the team & other internal stakeholders as necessary.
• Coach & mentor team members on technical troubleshooting & soft skills.
• You will deliver key customer & market insights, & be responsible for finding innovative ways to drive positive impact to the Dropbox product customer support journey.
• Support the organization with goal setting & building cross functional relationships.
• You consistently strive to meet & exceed quarterly targets.

Requirements

• 5 years+ results based, experience in technical support delivery or customer experience within the SaaS sector
• You are deeply passionate about customer experience & making life simpler with technology
• Experience managing a small team, with 3 or more direct reports, that was responsible for delivering technical support directly to end customers
• Deep passion & experience for operations with proven experience of translating operational skills into strategic business impact
• Demonstrate strong communication & influencing skills, including managing stakeholders across multiple global offices 
• Proven management experience with the ability to coach experienced team members
• Some travel (approx. 10%) maybe required

Preferred Qualifications

• Bilingual in Japanese & English
• Technical background, understanding of or familiarity with IT infrastructure or programming languages; ability to take complex issues & train/coach/teach to direct reports
• 3+ years of experience working with a Globally dispersed team