Customer Support Team Lead

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.

• 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

• 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

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):
C$90,100 - C$106,000 - C$121,900
                    

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