Customer Support Team Lead

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.

• You will manage a team of 10 Agents and Contractors located in Australia, and work closely with peers in a globally dispersed team.

• 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

Preferred Qualifications

• Bilingual in Japanese and English