Support Operations Specialist
2 semanas atrás
.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.The Tools and Reporting team within our Customer Experience (CX) department plays a critical role in ensuring that our customers receive the highest level of service and support.About the Role:As a Support Operations Specialist, you will play a pivotal role in enhancing the efficiency and effectiveness of customer support operations.
Your responsibilities will include analyzing customer interactions and conversation data to identify trends, uncover insights, and generate actionable reports that inform strategic decisions.
You will collaborate closely with cross-functional teams to design, implement, and optimize workflows, ensuring seamless customer communication and operational excellence.A key part of your role will involve managing and maintaining the AI Chatbot, including implementing conversational flows, testing new functionalities, and staying up-to-date on the latest innovations in AI and customer support.Additionally, you will advise leadership on forecasting, capacity planning, and performance tracking to support informed decision-making and continuous improvement.
This role demands strong analytical and organizational skills, exceptional attention to detail, and the ability to effectively communicate insights and recommendations to diverse stakeholders.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) for individuals who are already legally eligible to work in the European Union.Key Responsibilities:Manage and improve the process for performance tracking and target setting.Advise customer support leadership of forecasting, routing, capacity, and budgeting considerations for strategic decision making and direction.Collaborate with the CSS Management team on the creation, delivery, and ongoing management of capacity planning within the CSS team.Regularly review and assess customer interactions with our Chatbot, identify areas for improvement in customer communication and escalate issues as necessary.Manage and maintain the WFM tool
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