Customer Support Operations Manager

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