CXC Team Lead

Dublin, Dublin City Centre
11 Nov 2021
09 Dec 2021
Kate O'Hara
Job Type

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 as well as CES, CSAT, FCR and TTR metrics are being adhered to, and we're driving towards 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 to 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

Apply for CXC Team Lead

Already uploaded your CV? Sign in to apply instantly


Upload from your computer

Or import from cloud storage

Your CV must be a .doc, .pdf, .docx, .rtf, and no bigger than 1MB

4000 characters left

Marketing Communication

We would like to send you electronic communications regarding employment related opportunities, services and information that we consider suitable for you.

I would like to receive communications.

I would like you to share my personal data with other Companies within the ManpowerGroup.

You will receive an email containing the responses you have provided today with a link that will allow you to update your consent preferences at any time in the future. You can view a list of ManpowerGroup companies by clicking here.

When you apply for a job we will send your application to the named recruiter, who may contact you. By applying for a job listed on you agree to our terms and conditions and privacy policy. You should never be required to provide bank account details. If you are, please email us.

Similar jobs

Similar jobs