Customer Support Operations Manager
3 semanas atrás
About the role: Dashlane is looking for a Customer Support Operations Manager to join our powerhouse Customer Support Team. As aCustomer 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 usersin a simple, effective, and timely manner. You will also manage & coach the Product Support Specialist team/s that manages complex product changes/launches to completion, maintain feedback loop with Product & Engineering teams, and are responsible for technical content management.
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 approachthrough 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 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 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
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