Customer Support Operations Manager

1 semana atrás

Lisboa, Lisboa, Portugal Dashlane Tempo inteiro

About the role:
Dashlane is looking for a Customer Support Operations Manager to join our powerhouse Customer Support Team.

As a Customer Support Operations Manager, you will lead multiple teams of Customer Support agents & Product Support Specialists in distributed locations.

You will ensure that the Customer Support Team Leads that report to you have everything they need to deliver a world-class Support experience to all Dashlane users in a simple, effective, and timely manner.


Location:
You will be based in Lisbon, with English as your working language.

We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Wednesday for your department), and a consistent third day at your choice.

We offer relocation support (national and international).

At Dashlane, you will:

  • Hire, manage and coach a worldclass team of customer support Team Leaders and agents
  • Mentor the team managers to develop and nurture their competencies & experience
  • Hold weekly 1:1 meetings with direct reports as well as skiplevel meetings with the team
  • Drive strong team performance, including implementing scalable team monitoring, incorporating SLAs, leveraging data driven approachthrough appropriate scorecards and reports
  • Build, review and implement Support processes and policies for efficient execution & smooth collaboration
  • Explain vision, build buyin for direction and catalyze tactical and operational changes that result in OKR and KPI achievement
  • Build a collaborative environment where strategy development and execution are done with team members at all levels
  • Advocate the voice of our customers with internal stakeholders like Engineering and Product teams to help drive alignment on prioritization of bugs and features
  • Work closely with Sales, Customer Success, and Marketing teams to ensure coordination across teams and success in accomplishing company objectives
  • Support workforce management activities, including forecasting volume, resource allocation, and backlog management, for efficient daytoday operations and optimal utilization of resources
  • Communicate KPI & OKR achievements, including the narrative behind the numbers, with the leadership team and across the broader set of stakeholders
  • Test, administrate and contribute towards continuous improvement of support tools & processes

Requirements:

  • 5+ years of experience as Customer Support Manager or Support Operations Manager, preferably in B2B SaaS environment
  • Proven ability to understand, communicate and improve the performance of multiple teams across variety of key performance indicators (quality, productivity, etc.)

Our ideal candidate will also have:

  • Excellent customer-facing and internal communication skills, both written and verbal
  • Experience collaborating with internal and external stakeholders;product managers, engineers, and marketers to create strategies that deliver on business goals
  • Strong customer service orientation and criticalthinking skills
  • Experience managing a distributed hybrid Customer Support team
  • Proven professional experience withproject management, process improvements, and building processes, preferably in SaaS environment
  • Experience hiring, creating job descriptions and interviewing
  • Experience with workforce management tools & processes
  • A desire to work in a fastpaced, agile startup environment
  • Experience defining/creating reports and analyzing data to achieve KPI targets
  • Passionate about technology and driving the adoption of new products and features
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