Customer Support Operations Manager
3 meses atrás
**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. 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 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.)
- 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. See more about this here.
**Your interview
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