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
• 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

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.
 
Dropbox uses the zip code of an employee’s remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:
• US Zone 1: San Francisco metro, New York City metro, or Seattle metro
• US Zone 2: Austin (TX) metro, Chicago metro, California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Massachusetts, New Hampshire, New York (outside NYC metro), Oregon, Pennsylvania (outside NYC or DC metro), Washington (outside Seattle metro) and Washington DC metro
• US Zone 3: All other US locations

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