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About Dashlane
Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. Over 17 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.
Our global team is united by a strong sense of community and passion for improving the digital experience of our users. Learn more about how we work, how we hire, and the benefits of being a Dashlaner in our Life at Dashlane page.
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 world-class 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 skip-level meetings with the team
Drive strong team performance, including implementing scalable team monitoring, incorporating SLAs, leveraging data driven approach through appropriate scorecards and reports
Build, review and implement Support processes and policies for efficient execution & smooth collaboration
Explain vision, build buy-in 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 day-to-day 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 critical-thinking skills
Experience managing a distributed hybrid Customer Support team
Proven professional experience with project 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 fast-paced, 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
Diversity, Equity, Inclusion And Belonging At Dashlane
As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs.
Your Interview Experience
To know what to expect once you've sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.
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