Team Leader (Customer Support & Service)

Are you passionate about leading and developing a team of dedicated and engaged customer support agents? Are you interested in technology and operation management and have the ability to drive performance, maintaining a customer-centered mindset? Do you thrive in an agile environment and like being involved in projects with various stakeholders (engineering, product, marketing)?

Join Dashlane as a Team Lead and take part in a mission to bring the best experience to our customers!

About the role:

Our Customer Support Team is here to help customers by delivering first-class support in a simple, effective, and timely manner. We aim to be the best in class and the impact of our Customer Support team is a key element to the satisfaction of our customers and the continuous growth of our customer base.

The Team Lead role is mainly responsible for leading, coaching, and supervising a team of Customer Support Agents (L1) and Senior Customer Support Agents (Senior L1) on a day-to-day basis.

Working closely with the Customer Support Managers and other Support Teams (Training, QA, Process Engineering), you will drive a one-team approach to customer support, helping to leverage the team's full capabilities, ensuring no organization barriers exist and drive efficiencies and service improvements as a result.

We're looking for an experienced team leader who operates with a customer-first mentality - in this role, you will be managing a high-performing team that is currently handling queries from our customers through a wide range of channels including email, phone, chat and social media.

Location:

You will be based in Lisbon, with English as your working language. This will be a rotating weekly shift, providing supervisory coverage between 9am-6pm or 3pm-12am.  We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Wednesday for your department), and a third day of your choice. We offer relocation support (national and international).

At Dashlane, you will:

• Manage a team of 8 to 10 support agents
• Train, mentor, and guide your team to strengthen quality and efficiency metrics:
  • Provide regular and actionable feedback for continuous improvement and development
  • Conduct regular 1:1 and coaching sessions with your direct reports
  • Partner with QA team and perform regular Quality Assessments 
  • Partner with Training team and deliver regular refreshers on product/process updates, and help with new hire training as needed
  • Partner with People team throughout the recruiting process, to screen, interview and on-board new agents, along with any performance management or personnel issues that may arise
• Ensure Customer Satisfaction: provide best in class service and ensure everyone in your team has a customer-first mentality, focused on delivering meaningful outcomes for our customers and our company
• Support daily operations through operational oversight and analysis, assuring all requests are processed within agreed SLA/KPI
• Drive performance improvement plans for your team and overcome issues through coaching and practical solutions
• Handle escalations of more difficult support interactions
• Partner with workforce management regarding scheduling, attendance, and general administration tasks
• Contribute to and help drive continuous process improvement to deliver a consistent first-class experience

Requirements:

• Fluency in English is mandatory (French or German are a plus)
• A minimum of two years of experience managing support teams in a fast paced customer support environment, ideally in one of these areas: call center, service industries, tech company (B2B and SaaS is a plus)
• Demonstrated experience managing teams of 8 to 15 agents; being able to foster engagement, motivate, and coach team members in a high-pressure/volume environment
• Demonstrated experience using customer support ticketing systems (ideally Zendesk)

We're Also Looking For:

• Strong Leadership skills – you will need to develop and motivate people while also having to request your team to hit ambitious productivity and quality metrics, so strong leadership, team building and interpersonal skills will be key for this role
• Demonstrated background in solving complex customer problems and on creating solutions for problems (that might not have been encountered before)
• Strong stakeholder management and experience on working with tech teams (developers, engineers, product managers)
• Great communication skills and ability to interact with internal and external stakeholders
• Passionate about technology and driving the adoption of new products and features