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Are you passionate about delivering first-class support & amazing customerexperiences? Do you have a proven experienceleading international supportteams in a very dynamic environment? Do you love challenges andscalingyour own team?If so, we have a career opportunity for you as a Operations Director, Customer Support & Service at 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 over 11 million 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.

To ensure ourcustomershave a stellar experience with Dashlane, our Customer Support & Service mission is delivering first-class support with a focus on simplicity, quality & fast delivery.

As a Operations Directoryou will lead an international team of Support Managers, Team Leaders, Agents & Support Specialists (+40 people) with an emphasis on mentoring & growing talent as the business continues to grow & rapidly scale. We are looking for an excellent people leader whoisnt afraid to get their hands dirty butcan also provide a strategic vision for the Support organization & ensure the customer experience is optimized.You have an entrepreneurial style & look for big challenges.

Reporting to the VP Customer Support & Service, you will be responsible for providing a truly effortless experience to people using Dashlaneand thus drive team performance & customer satisfaction to go beyond expectations. Built up of a group of passionate, engaged & smart people, we are looking to create a unique Customer Support & Service team culture built on empowerment & accountability where we hire great people & get out of theirway.

You will be based in Lisbon or Paris.

At Dashlane you will:

  • Manage & scale a team of 50+ people across 3 Dashlane offices (Paris, New York & Lisbon)
  • Inspire & drive a large team to deliver excellence every day
  • Lead & coach through the Dashlane company vision, mission, & core values; uphold the culture by incorporating this into the daily support operations
  • Alongside the VP, build out the next generation of the Customer Support team
  • Set the vision, strategy, roadmap, & goals for success for the Customer Support & Service teams
  • Oversee growth, service levels & productivity of department members through determining appropriate training, coaching, quality assurance, & developing individual performance
  • Use adata-enabledapproach to inform coaching decisions & actions on both a team & individual level
  • Analyze KPI & metrics & other performance indicators & deliver strategies to improve service levels
  • Continuously gather feedback from team members & deliver on internal changes & improvements
  • Contribute to the evolution of our knowledge management system
  • Evaluate & implement the tools, processes & organizational support needed to provide this world class service while improving cost-to-serve metrics
  • Proactively plan your teams headcount to achieve objectives aligned with company budget
  • Act as the ultimate escalation point for customer inquiries
  • Maintain organization-level visibility of critical customer issues by working cross-functionally to remove blockers to customer success
  • Own the CSAT closed loops to ensure customers feedback is understood & opportunities are acted upon

Requirements:

  • 5+ years of progressive leadership experience inc 2+ years as a manager of managers (min 30+ people)
  • 8+ years Customer Support/Service/Success experience
  • Proven experience with rapid expansion & hiring (hiring at least 10 to 20 people in a short period of time)
  • Strong Organisation Skills
  • Excellent verbal & written communication skills adaptable to a variety of audiences

We're Also Looking For:

  • Experience working closely with Product, Engineering & Sales organizations
  • Previous experience in a high growth environment most likely in a SaaS company
  • Familiar withIT service management frameworks (I.e. ITIL)
  • Worked in an Agile environment & are familiar with Scrum & Kanban methodologies
  • Worked with third-party vendors & established SLA/SLO
  • Fluent in English & Portuguese OR French
  • Experience working with Zendesk or any similar Customer Service software / Ticket system
  • Experience working with Atlassian products, such as Jira & Confluence
  • A love for challenges, building things from the ground up, raising the bar & working with really talented people

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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