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Customer Support Team Lead – Dropbox

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Role Description

Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are now recruiting an experienced manager to help lead in the next stage of our development. You will be leading a technical support function known as Customer Support. You will be accountable for delivering against the teams respective SLAs and KPMs.

Responsibilities

  • You will provide leadership and direction to your team, while working with other global leaders in a matrix structure 
  • Ensure that SLAs as well as CES, CSAT, FCR and TTR metrics are being adhered to, with a continued drive towards exceeding monthly and quarterly targets
  • Work with the Global Support leadership team to develop operational discipline and standards for support
  • You will lead and inspire the team to deliver a world-class user and customer support experience
  • Become an expert on the product so that you can provide technical advice and guidance to the team and other internal stakeholders as necessary
  • Coach and mentor team members on technical troubleshooting and soft skills
  • You will deliver key customer and market insights, and be responsible for finding innovative ways to drive positive impact to the Dropbox product customer support journey
  • Support the organization with goal setting and building cross functional relationships 
  • You consistently strive to meet and exceed quarterly targets

Requirements

  • 5 years+ results based, experience in technical support delivery or customer experience within the SaaS sector
  • You are deeply passionate about customer experience and making life simpler with technology
  • Experience managing a small team, with 3 or more direct reports, that was responsible for delivering technical support directly to end customers
  • Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact
  • Demonstrate strong communication and influencing skills, including managing stakeholders across multiple global offices 
  • Proven management experience with the ability to coach experienced team members
  • Some travel (approx. 10%) maybe required

Total Rewards

Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation.  We target most new hire offers between the minimum up to the middle of the range.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Current Salary/OTE Ranges (Subject to change):
• US Zone 1: $118,700 – $139,700 – $160,700.
• US Zone 2: $106,800 – $125,700 – $144,600.
• US Zone 3: $95,000 – $111,800 – $128,600.