CXC Team Lead

Recruiter
Dropbox
Location
Dublin, Dublin City Centre
Salary
Negotiable
Posted
11 Nov 2021
Closes
09 Dec 2021
Ref
BBBH4119
Contact
Kate O'Hara
Job Type
Contract
Hours
Full-time

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.

Responsibilities

  • 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.

Requirements

  • 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

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