Customer Support Agent (Lisbon - Portugal)

About Dashlane

Dashlane's mission is to make security simple for millions of organizations and their people. We empower businesses of every size to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. Over 17 million users and 20,000 businesses in 180 countries use Dashlane for a faster, simpler, and more secure internet.

Our global team is united by a strong sense of community and passion for improving the digital experience of our users. Learn more about how we work, how we hire, and the benefits of being a Dashlaner in our Life at Dashlane page.

About the role:

Our Customer Support Team is here to deliver first-class support in a simple, effective, and timely manner to our growing Dashlane community. Your day-to-day will be focused on handling technical queries from our customers through a wide range of channels including email, chat, phone, and social media. Those queries could range from account questions, billing-related inquiries, and support ranging from basic how-to questions about the app to more complex questions that may require escalations.

We are looking for people who are passionate about helping others and are interested in technology and the latest technology trends.
This is the perfect role for someone who already has a strong background or relevant experience in technical customer support and who has ideally worked in customer-facing roles.

If that's who you are, and if you are eager to join a fast-growing company, this might be your next challenge.

What else do you need to know?

• Full-time 8h/day between Monday to Sunday, including weekends and bank holidays with rotative days off (40hrs a week)
• Rotative shifts position (Lisbon time) 
  • Morning shift comprised between 9am and 6pm
  • Afternoon shift comprised between 4pm and 1am 
  • Night shift comprised between 12:30am and 9:30am 

Location

• Hybrid work arrangement since you will be based in Lisbon. Our office is located in the centre of the city.
• 2 days work from home and 3 days at the office when on the morning shift.
  Tuesday is our company day, to allow broader collaboration and social time with a weekly company-sponsored meal.
  Wednesday will be your department day for team bonding, and the third day remains your personal choice.

At Dashlane you will:

• Respond to B2C and B2B customers' questions rapidly and clearly - this entails questions related to the Dashlane app and will also be providing technical support towards account/login/billing-related issues
• Take ownership of solving a wide range of customer queries that come through email, chat, and social media with effective probing, and troubleshooting so you can isolate, investigate and resolve the issue
• Comply with and suggest improvements for ticket categorization and issue identification guidelines but also with the Dashlane and quality expected from our standards of service
• Reach for productivity and quality KPIs aligned with the team goals by resolving all questions and concerns
• Play a big role in sharing relevant feedback with the product team and hence in shaping the Dashlane product
• Help update/create content for our internal knowledge base and our help centre, making your job and that of your peers easier in the future
• Test and reproduce issues to troubleshoot and help the Dashlane product team identify and fix bugs
• Be the voice of our customers: raise their concerns or new feature requests/feedback to our product and engineering team
• Work closely with the Level 2 and Level 3 support teams to improve overall product knowledge, and to escalate more complex issues that require Senior expertise

To accomplish the above, you will work cross-functionally with different teams such as Engineering, Development, Product, and QA.

Requirements:

• You have 1 year of experience in technical customer support and; potentially with B2B customers
• You have 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company
• Excellent spoken and written English

We’re also looking for:

• The ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone.
• Quality-driven people with a passion for creating extraordinary customer experiences while being able to help their team achieve efficiency and productivity objectives.
• The ability to use support platforms such as Zendesk (ideally, as a plus you are familiar with Slack as an internal communication tool and Atlassian as a Knowledge Base interface).
• Experience in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the product/development team, and resolution.
• Prior experience working with tech teams like developers/engineers and QA.
• Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions.

Diversity, Equity, Inclusion and Belonging at Dashlane:

As a truly international company—founded in France and distributed across France, US and Portugal—Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more. We are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs. See more about this here. 

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.