Team Leader (Customer Support & Service) at Dashlane

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Cybersecurity, SaaSIndustries

Requirements

Passionate about leading and developing a team of dedicated and engaged customer support agents
Interested in technology and operation management with the ability to drive performance while maintaining a customer-centered mindset
Thrives in an agile environment and enjoys involvement in projects with various stakeholders (engineering, product, marketing)
Experienced team leader who operates with a customer-first mentality
Ability to manage a high-performing team handling queries through email, phone, chat, and social media
Based in Lisbon with English as working language; available for rotating weekly shifts (9am-6pm or 3pm-12am)
Actively uses AI tools to drive efficiency, creativity, and impact in work
Available for hybrid work arrangement (Monday, Tuesday, Thursday in-office) and on-site when required

Responsibilities

Lead, coach, and supervise a team of 10-15 Customer Support Agents (L1) and Senior Customer Support Agents (Senior L1) on a day-to-day basis
Work closely with Customer Support Managers and other Support Teams (Training, QA, Process Engineering) to drive a one-team approach, leverage team capabilities, remove organizational barriers, and drive efficiencies and service improvements
Train, mentor, and guide the 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 direct reports
Partner with QA team and perform regular Quality Assessments
Partner with Training team to 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 onboard new agents, along with handling performance management or personnel issues
Ensure customer satisfaction by providing best-in-class service and fostering a customer-first mentality focused on meaningful outcomes for customers and the company
Support daily operations

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer SupportCoachingPerformance ManagementOperations ManagementAgile EnvironmentStakeholder ManagementAI Tools

Questions & Answers

Common questions about this position

What is the work location and schedule for this role?

The role is based in Lisbon with English as the working language, featuring a hybrid work arrangement with Monday, Tuesday, and Thursday as in-office days. It involves rotating weekly shifts providing supervisory coverage between 9am-6pm or 3pm-12am, and employees must be on-site when required by their manager or for company circumstances.

What skills and experience are required for the Team Leader role?

The role requires experience leading and developing customer support teams, a customer-first mentality, ability to drive performance and efficiencies, and thriving in an agile environment with various stakeholders. Passion for technology and operations management, along with active use of AI tools, is highly valued.

What does the company culture at Dashlane look like?

Dashlane drives innovation, values learning, strives for excellence, and thrives as one team in an agile environment. They emphasize a one-team approach to customer support, collaboration across teams, and a customer-first mentality.

What team will I be leading in this position?

You will lead a team of Customer Support Agents (L1) and Senior Customer Support Agents (Senior L1), handling queries through email, phone, chat, and social media, while working closely with Customer Support Managers and other teams like Training, QA, and Process Engineering.

What makes a strong candidate for this Team Leader role?

Strong candidates are passionate about leading customer support teams, have experience in technology and operations management, maintain a customer-centered mindset, thrive in agile environments, and actively use AI tools to drive efficiency and impact.

Dashlane

User-friendly password management solution

About Dashlane

Dashlane provides a password management solution designed for both individuals and organizations, focusing on user-friendliness and security. Its software features Autofill and Single Sign-On (SSO) capabilities, allowing users to log into various websites and applications with a single set of credentials, which enhances convenience and security. Dashlane is well-rated, with a 4.5-star rating on platforms like G2 and the Chrome store, reflecting high customer satisfaction. The company offers comprehensive customer support, including onboarding assistance for organizations and a regularly updated Help Center. Dashlane operates on a subscription model, offering premium features such as unlimited password storage, secure sharing, and priority support. Its goal is to simplify security for a wide range of clients, from individual users to large organizations.

New York City, New YorkHeadquarters

2009Year Founded

$160.3MTotal Funding

SERIES_DCompany Stage

CybersecurityIndustries

201-500Employees

Benefits

Hybrid Work Options

Relocation Assistance

Risks

Apple's Passwords app could increase competition and affect Dashlane's market share.

Cracked versions of Dashlane Premium could lead to revenue loss and brand damage.

1Password's expansion into endpoint protection poses a competitive threat to Dashlane.

Differentiation

Dashlane offers industry-leading Autofill and Single Sign-On capabilities.

The company provides comprehensive customer support with step-by-step onboarding.

Dashlane's software is highly rated with 4.5-star ratings on G2 and Chrome store.

Upsides

Dashlane's integration with Splunk offers advanced analysis of user activity data.

The launch of Credential Risk Detection enhances real-time monitoring of credential activities.

Dashlane's Global Partner Program aims to expand market reach and address threats.

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