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Dashlane // digital identity management
 
New York, New York    Posted: Wednesday, September 09, 2020
 
   
 
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JOB DETAILS
 

We continue to hire passionate people to join our mission of fixing the UX of the internet. Due to the ongoing public health crisis, our interview & onboarding processes will remain fully remote until further notice. At times like this, we're even more committed to providing you support & flexibility while you interview & onboard for your new job.

Are you passionate about delivering first-class support & amazing customer experiences? Do you have proven experience leading international support teams in a very dynamic environment? Do you love challenges and solving complex issues? If so, we have a career opportunity for you as a Customer Support & Service Manager at Dashlane.

Dashlane is a mobile & desktop app that gives you a shortcut for everything you do online. Log in instantly, fly through forms, & breeze through checkouts on every device you own. Dashlane works across every operating system, device, & browser, opening the walled gardens that normally inhibit our digital experience.

Our team in Paris, New York, & Lisbon is united by our passion for improving the digital experience & the belief that with the right tools, we can help everyone realize the promise of the internet. Dashlane has empowered over 14 million users in 180 countries to dash across the internet without compromising on security.

Reporting to the Operations Director, this role will include management of a team of Customer Support Specialists & a Team Lead in distributed locations dedicated to providing assistance to Dashlane users & to providing amazing customer experience.  You will work on a technical & complex product, available on multiple platforms & browsers for both B2C & B2B segments, & your goal will be to ensure that your team is delivering a first class support experience to all Dashlane users. You have an entrepreneurial style & look for big challenges.  You are obsessed with delivering the best support experience to your users as you believe support can be a key element in a company's growth. You are KPI driven & know how to motivate your team to deliver VIP support experiences & go beyond expectations. You like structuring & implementing new processes to improve your team performance. You care about people & believe that a good support agent will deliver their best in a great place to work! 

At Dashlane you will:

  • Manage & coach a team of support specialists as well as a Team Lead and their team in distributed locations
  • Ensure we deliver VIP support experience to Dashlane users
  • Be the voice of our customers with internal stakeholders like Engineering & Product teams to fix issues in a timely manner & report feature requests
  • Work closely with Sales, Customer Success, & Marketing teams to ensure alignment & success in accomplishing company objectives
  • Drive strong performance, including implementing scalable team monitoring, incorporating SLAs & building appropriate scorecards & reports
  • Define & implement operational processes that improve team efficiency as well as stakeholder management
  • Responsible for defining SLA & KPI targets & accountable for team/channel results
  • Test, administrate & contribute to continuous improvement of support tools & processes
  • Organize scheduling for the team using Workforce Management tools & with the help of the Team Lead. Help with ticket volume forecasts & backlog management
  • Train & onboard new team members with help from QA & training teams
  • Have weekly 1:1 meetings with direct reports as well as skip level meetings with the team
  • Develop a high performing team culture through continuous performance management. Help the team members use career path & competency mapping to sustain growth
  • Be part of Support leadership team & work on defining department strategy with the Operations Director

Requirements:

  • 2+ years of experience as Customer support manager or Operations manager, preferably in tech or SaaS environment
  • Fluency in English 

Our ideal candidate will also have:

  • Strong communication skills, both written & verbal
  • Proven professional experience with project management, process improvements, & building processes 
  • Experience collaborating with internal & external stakeholders; product managers, engineers, & marketers to create strategies that deliver business goals
  • Experience managing an international support team in B2B and/or B2C products 
  • Proven experience with hiring, creating job descriptions, & interviewing
  • Experience working with support platforms such as Zendesk, creating reporting & KPIS, using data to support findings
  • Experience working with Atlassian products, such as Jira & Confluence
  • Ability to work quickly, juggle multiple projects, & adapt to shifting priorities
  • A desire to work in a fast-paced startup environment which a passion for the tech industry 

Diversity, Equity, Inclusion & Belonging at Dashlane:

As a truly international companyfounded in Paris & split between Paris, New York, & LisbonDashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, & more. We are committed to hiring a diverse community & fostering a culture where everyone is heard & belongs.

Your interview experience: 

To know what to expect once youve sent your application, read about how we interview & hire at Dashlane in this blog article written by our Talent team. Feel free to browse our blog to find more information about our product & how we work.

 
 
 
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