Team Leader

**About Dashlane**

Dashlane's mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers, and over 25,000 brands worldwide, such as Michelin, Air France, and Forrester, trust Dashlane for industry-leading innovations, patented zero-knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally.

We're looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation and value learning, strive for excellence in everything we do, and thrive as one team. Learn more about life at Dashlane, including how we work, how we hire, and the benefits of being a Dashlaner.

Are you passionate about leading and developing a team of dedicated and engaged customer support agents? Are you interested in technology and operation management and have the ability to drive performance, maintaining a customer-centered mindset? Do you thrive in an agile environment and like being involved in projects with various stakeholders (engineering, product, marketing)?

Join Dashlane as a Team Lead and take part in a mission to bring the best experience to our customers

**About the role**:
Our Customer Support Team is here to help customers by delivering first-class support in a simple, effective, and timely manner. We aim to be the best in class and the impact of our Customer Support team is a key element to the satisfaction of our customers and the continuous growth of our customer base.

The Team Lead role is mainly responsible for leading, coaching, and supervising a team of Customer Support Agents (L1) and Senior Customer Support Agents (Senior L1) on a day-to-day basis.

Working closely with the Customer Support Managers and other Support Teams (Training, QA, Process Engineering), you will drive a one-team approach to customer support, helping to leverage the team's full capabilities, ensuring no organization barriers exist and drive efficiencies and service improvements as a result.

**Location**:
You will be based in Lisbon, with English as your working language. This will be a rotating weekly shift, providing supervisory coverage between 9am-6pm or 3pm-12am. We offer a hybrid work arrangement, with Monday, Tuesday, and Thursday as in-office company days, where we collaborate together and enjoy a company-sponsored meal on one of those days. Employees must also be on-site when required by their manager or due to other company circumstances (e.g., onboarding, training, important meetings, etc.). We offer relocation support (national and international).

**At Dashlane, you will**:

- Manage a team of 10 to 15 support agents

- Train, mentor, and guide your team to strengthen quality and efficiency metrics:

- Provide regular and actionable feedback for continuous improvement and development
- Conduct regular 1:1 and coaching sessions with your direct reports
- Partner with QA team and perform regular Quality Assessments
- Partner with Training team and deliver regular refreshers on product/process updates, and help with new hire training as needed
- Partner with People team throughout the recruiting process, to screen, interview and on-board new agents, along with any performance management or personnel issues that may arise

- Ensure Customer Satisfaction: provide best in class service and ensure everyone in your team has a customer-first mentality, focused on delivering meaningful outcomes for our customers and our company

- Support daily operations through operational oversight and analysis, assuring all requests are processed within agreed SLA/KPI

- Drive performance improvement plans for your team and overcome issues through coaching and practical solutions

- Handle escalations of more difficult support interactions

- Support workforce management activities, such as attendance tracking, shift optimization, scheduling and resource allocation

- Contribute to and help drive continuous process improvement to deliver a consistent first-class experience

**Requirements**:

- Fluency in English is mandatory (proficiency in another European language is a plus)

- Demonstrated experience managing teams of 8 to 15 agents; being able to foster engagement, motivate, and coach team members in a high-pressure/volume environment

- Demonstrated experience using customer support ticketing systems (ideally Zendesk)

**We're Also Looking For**:

- Strong Leadership skills - you will need to develop and motivate people while also having to request your team to hit ambitious productivity and quality metrics, so strong leadership, team building and interpersonal skills will be key for this role

- Demonstrated background in solving complex customer problems and on creating solutions for problems (that might not have been encountered before)

- Strong stakeholder management and experience on working wi