Lead a technical support team, ensure adherence to SLAs, coach staff, and drive customer support excellence in a global environment.
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.
- 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
- Bilingual in Japanese and English
Top Skills
SaaS
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