Customer Support Agent (Lisbon - Portugal) at Dashlane

<div class="content-intro"><p><strong>About Dashlane</strong></p> <p style="margin-left: 0.0in;">Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers, and over 25,000 brands worldwide, such as Michelin, Air France, and Forrester, trust Dashlane for industry-leading innovations, patented zero-knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally.</p> <p style="margin-left: 0.0in;">We're looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation and value learning, strive for excellence in everything we do, and thrive as one team. Learn more about&nbsp;<a href="https://lifeatdashlane.com/" data-prosemirror-content-type="mark" data-prosemirror-mark-name="link"><u data-prosemirror-content-type="mark" data-prosemirror-mark-name="underline">life at Dashlane</u></a>, including <a href="https://lifeatdashlane.com/how-we-work" data-prosemirror-content-type="mark" data-prosemirror-mark-name="link"><u data-prosemirror-content-type="mark" data-prosemirror-mark-name="underline">how we work</u></a>, <a href="https://lifeatdashlane.com/how-we-hire" data-prosemirror-content-type="mark" data-prosemirror-mark-name="link"><u data-prosemirror-content-type="mark" data-prosemirror-mark-name="underline">how we hire</u></a>, and the <a href="https://lifeatdashlane.com/benefits-dashlane" data-prosemirror-content-type="mark" data-prosemirror-mark-name="link"><u data-prosemirror-content-type="mark" data-prosemirror-mark-name="underline">benefits of being a Dashlaner</u></a>.</p> <p style="margin-left: 0.0in;">&nbsp;</p></div><p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="505"><strong data-renderer-mark="true"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">About the role:</span></strong></p> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="523"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Our Customer Support Team is here to deliver first-class support in a simple, effective, and timely manner to our growing Dashlane community. </span><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Your day-to-day will be focused on handling technical queries from our customers&nbsp;through </span><strong data-renderer-mark="true"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">a wide range of channels including email, chat, phone, and social media</span></strong><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">. </span><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Those queries could range&nbsp;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.</span></p> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="1026"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">We are looking for people who are passionate about helping others and are interested&nbsp;in technology and the latest technology trends.</span><br><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">This is the perfect role for someone who already has a&nbsp;strong&nbsp;background or relevant experience in technical </span>customer <span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">support and who has ideally worked in customer-facing roles.</span></p> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="1348"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">If that's who you are, and if you are eager to join a fast-growing company, this might be your next challenge.</span></p> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="1460"><strong data-renderer-mark="true"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">What else do you need to know?</span></strong></p> <ul> <li style="line-height: 1.2; text-align: justify;" data-renderer-start-pos="1494"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Full-time 8h/day between Monday to Sunday, including weekends and bank holidays with rotative days off (40hrs a week)</span></li> <li style="line-height: 1.2; text-align: justify;" data-renderer-start-pos="1615"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Rotative shifts position (Lisbon time)&nbsp;</span> <ul> <li style="line-height: 1.2; text-align: justify;" data-renderer-start-pos="1615"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Morning shift comprised between 9am and 6pm</span></li> <li style="line-height: 1.2; text-align: justify;" data-renderer-start-pos="1615"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">First afternoon shift comprised between 1pm and 10pm</span></li> <li style="line-height: 1.2; text-align: justify;" data-renderer-start-pos="1615"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Second afternoon shift comprised between 3pm and 12am&nbsp;</span></li> <li style="line-height: 1.2; text-align: justify;" data-renderer-start-pos="1615"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Night shift comprised between 12am and 9am&nbsp;</span></li> </ul> </li> </ul> <p style="line-height: 1.3;">&nbsp;</p> <p style="line-height: 1.3;"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000"><strong>Location-Specific Information:</strong></span></p> <p style="line-height: 1.3;"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">You will be based in Lisbon, with English as your working language.&nbsp;We offer a hybrid work arrangement, with Monday, Tuesday, and Thursday as in-office company days, where we collaborate together and enjoy a company-sponsored meal on one of those days.</span></p> <p style="text-align: justify; line-height: 1.3;">&nbsp;</p> <p style="text-align: justify; line-height: 1.3;"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000"><strong data-renderer-mark="true">At Dashlane you will:</strong></span></p> <ul> <li data-renderer-start-pos="3357"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Respond to&nbsp;</span><span data-highlighted="true"><span class="_11q7k1zt _5pio5fkk _189eyh40 _1il9nqa1 _19lclxqc _d0altlke acronym-highlight" data-testid="acronym-highlight">B2C</span></span> and <span data-highlighted="true">B2B</span> customers' questions rapidly and clearly - this entails questions related to the Dashlane app and will also be providing technical support&nbsp;towards account/login/billing-related issues</li> <li data-renderer-start-pos="3567"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">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</span></li> <li data-renderer-start-pos="3775"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">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</span></li> <li data-renderer-start-pos="3955"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Reach for productivity and quality KPIs aligned with the team goals by resolving all questions and concerns</span></li> <li data-renderer-start-pos="4066"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Play a big role in sharing relevant feedback with the product team and hence in shaping the Dashlane product</span></li> <li data-renderer-start-pos="4178"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">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</span></li> <li data-renderer-start-pos="4321"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Test and reproduce issues to troubleshoot and help the Dashlane product team identify and fix bugs </span></li> <li data-renderer-start-pos="4424"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Be the voice of our customers: raise their concerns or new feature requests/feedback to our product and engineering team </span></li> <li data-renderer-start-pos="4549"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">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</span></li> </ul> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="4712"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">To accomplish the above,&nbsp;you will work cross-functionally with different teams such as Engineering, Development, Product, and <span data-highlighted="true">QA</span>.</span></p> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="2333"><strong data-renderer-mark="true">Requirements:</strong></p> <ul> <li data-renderer-start-pos="2126">You have 1 year of experience in technical customer support and; potentially with <span data-highlighted="true"><span class="_11q7k1zt _5pio5fkk _189eyh40 _1il9nqa1 _19lclxqc _d0altlke acronym-highlight" data-testid="acronym-highlight">B2B</span></span> customers</li> <li data-renderer-start-pos="2225">You have 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company</li> <li data-renderer-start-pos="2225"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Excellent spoken and written English</span></li> </ul> <p style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="2357"><strong data-renderer-mark="true">We’re also looking for:</strong></p> <ul> <li style="line-height: 1.3;" data-renderer-start-pos="2384"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">The ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone.</span></li> <li style="line-height: 1.3;" data-renderer-start-pos="2546"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Quality-driven people with a passion for creating extraordinary customer experiences while being able to help their team achieve efficiency and productivity objectives.</span></li> <li style="line-height: 1.3;" data-renderer-start-pos="2718"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">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).</span></li> <li style="line-height: 1.3;" data-renderer-start-pos="2902"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">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.</span></li> <li style="line-height: 1.3;" data-renderer-start-pos="3123"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Prior experience working with tech teams like developers/engineers and <span data-highlighted="true"><span class="_11q7k1zt _5pio5fkk _189eyh40 _1il9nqa1 _19lclxqc _d0altlke acronym-highlight" data-testid="acronym-highlight">QA</span></span>.</span></li> <li style="text-align: justify; line-height: 1.3;" data-renderer-start-pos="3201"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000">Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions.</span></li> </ul> <p><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#000000"><strong>What Dashlane offers you:</strong></span></p> <ul> <li data-stringify-indent="0" data-stringify-border="0">Flex Benefits - allocate a monthly amount to a pool of benefits</li> <li data-stringify-indent="0" data-stringify-border="0">Health insurance covered by Dashlane</li> <li data-stringify-indent="0" data-stringify-border="0">5 extra vacation days each year, plus your birthday off</li> <li data-stringify-indent="0" data-stringify-border="0">Company wide well-being days (one per quarter)</li> <li data-stringify-indent="0" data-stringify-border="0">Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption</li> <li data-stringify-indent="0" data-stringify-border="0">Donation matching program -&nbsp; Dashlane will match your donations to organizations driving positive impact in historically marginalized communities</li> <li data-stringify-indent="0" data-stringify-border="0">Access mental health services through Spring Health, available for you and your family members</li> <li data-stringify-indent="0" data-stringify-border="0">Team building &amp; social events - weekly lunch in the office and monthly happy hour</li> <li data-stringify-indent="0" data-stringify-border="0">and much more</li> </ul><div class="content-conclusion"><p><strong>Diversity, Equity, Inclusion and Belonging at Dashlane:</strong></p> <p>As a truly international company—founded in France and <span style="color: #172b4d;">distributed across</span> 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 <a href="https://lifeatdashlane.com/diversity">here</a>.&nbsp;</p> <p><strong><span style="color: #000000;"><span class="inline-comment-marker" data-ref="d1c12b7e-4df1-44c5-a10f-2644909c66db">Your interview experience:</span>&nbsp;</span></strong></p> <p>To know what to expect once you’ve sent your application, <a href="https://lifeatdashlane.com/how-we-hire" target="_blank">read about how we interview and hire at Dashlane</a>. Feel free to browse our blog to find more information about our product and how we work.</p></div>