CXC Team Lead

22 Jun 2021
29 Jun 2021
Alison Byrne
Job Type
CXC Team Lead

Role description
Part of Dropbox Customer Experience, our Tier 2 team is responsible for providing a world-class support experience to tickets escalated by our frontline team. This role will manage a team of Tier 2 agents who provide part of our escalated support experience to our customers.

Dropbox is now a Virtual First company, which means work outside of an office will be the primary experience for all employees.


  • You will provide leadership and direction to the local CXC team in Dublin, while working with the broader team
  • Ensure that SLAs and other metrics are being adhered to with a focus on exceeding monthly and quarterly targets
  • Work with the Global Support leadership team to develop operational discipline and standards for CXC within the umbrella of the broader support team.
  • You will lead and inspire the team that deliver a world-class user and customer support experience
  • Become an expert on the Dropbox 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 customer support journey
  • Support the organization with goal setting and building cross functional relationships


  • Relevant year's results based experience in technical support delivery
  • Proven ability to deliver against complex operational targets and implement process efficiencies
  • You are deeply passionate about customer experience and making life simpler with technology
  • Experience managing a team, with direct reports responsible for delivering technical support directly to end customers
  • Proven management experience with the ability to coach experienced team members
  • Demonstrate strong communication and influencing skills, including managing stakeholders across multiple global offices
  • A degree level qualification in a business or technical discipline or equivalent experience
  • Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact

Similar jobs

More searches like this

Similar jobs