Customer Support Operations Director

At Dashlane we believe in leading with employee choice and respect peoples' different needs and preferences. Our interview process follows this same principle. Currently, most people are choosing to interview remotely via Zoom. If you have different preferences, we welcome you to discuss them with us and we will do our best to accommodate.

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.

We continue to be an employee-choice hybrid workplace, with some people working remotely, some in our offices in Paris, New York, and Lisbon, and some doing a mix that suits them and their roles.

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.

Are you passionate about delivering first-class support and amazing customer experiences? Do you have proven experience leading international support teams in a very dynamic environment? Do you love challenges and scaling your own team? If so, we have a career opportunity for you as an Operations Director, Customer Support & Service at Dashlane.

To ensure our customers have a stellar experience with Dashlane, our Customer Support & Service mission is to deliver first-class support with a focus on simplicity, quality, and security.

As an Operations Director, you will lead an international team of Customer Support Managers, Team Leaders, Agents, and Support Specialists (+50 people) with an emphasis on mentoring and growing talent as the business continues to grow and scale. We are looking for an excellent people leader who isn't afraid to roll up their sleeves and can also provide a strategic vision for the Support organization while ensuring the customer experience is optimized.

Reporting to the VP, Customer Experience, you will be responsible for providing a truly effortless experience to people using Dashlane and thus drive team performance and customer satisfaction to go beyond expectations. Built up of a group of passionate, engaged, and smart people, we are looking to create a unique Customer Support and Service team culture built on empowerment and accountability where we hire great people and get out of their way.

You will be based in Portugal, working remotely or from our office in Lisbon.

At Dashlane you will:

• Manage and Inspire a large team of 50+ distributed people (Portugal, France, and USA) to deliver excellence every day
• Lead and coach through the Dashlane company vision, mission, and core values; uphold the culture by incorporating it into the daily support operations
• Set the vision, strategy, roadmap, and goals for success for the Customer Support & Service teams aligned with Customer Experience department strategy
• Use a data-enabled approach to oversee growth, service levels, and productivity of department members and to determine appropriate training, coaching, quality assurance, and developing individual performance
• Monitor and analyze KPIs, metrics and deliver strategies to improve service levels
• Provide regular reports to management on support operations, including metrics, trends, and areas of improvement
• Evaluate and implement the tools, processes, and organizational support needed to provide this world-class service while improving cost-to-serve metrics
• Build strong Customer Experience working in line with Customer Success and Onboarding Specialist team to retain and expand our business
• Own the CSAT closed loops to ensure customer feedback is understood and opportunities are acted upon
• Work closely with other departments, including Product & Engineering and Marketing, to ensure that support is aligned with business goals and regulatory requirements
• Stay up-to-date on industry developments and trends in security and customer support, applying insights to improve support operations

Requirements:

• 5+ years of progressive leadership experience inc 2+ years as a manager of managers (min 30+ people)
• 8+ years of Customer Support/Service/Success experience
• Strong organization skills
• Excellent verbal and written English communication skills, adaptable to a variety of audiences

We're Also Looking For:

• Experience working closely with Product, Engineering, and Sales organizations
• Previous experience in a high-growth environment most likely in a SaaS company
• Familiar with IT service management frameworks (I.e. ITIL)
• Worked in an Agile environment and are familiar with Scrum and Kanban methodologies
• Worked with third-party vendors and established SLA/SLO
• Fluent in English (Portuguese OR French are a plus)
• Experience working with Zendesk or any similar Customer Service software / Ticket system
• Experience working with Gitlab, Atlassian products, such Confluence or Notion
• A love for challenges, building things from the ground up, raising the bar, and working with really talented people

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 experience:

To know what to expect once you've sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.