Dashlane is looking for a Product Support Specialist to join our powerhouse Customer Support Team. Our Customer Support Team helps deliver world-class support in a simple, effective, and timely manner to our growing Dashlane community. As a Product Support Specialist, you will be one of the technical experts in the team, helping to ensure a good feedback loop with Product & Engineering teams, smooth roll-out of product launches/change, and knowledge management in specific product areas. You will also act as an escalation point for our senior support agents and work closely with the management team.
Location and schedule:
You will be based in Lisbon, with English as your working language. This will be a rotating weekly shift, Monday to Friday, between 9am-6pm or 3pm-12am, excluding bank holidays. 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 that should be consistent.
At Dashlane, you will:
- Build and maintain an effective feedback loop with the assigned Product teams to drive customer-centric improvements & changes
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Resolve escalations and complex/sensitive customer issues via email, social media, and video conferencing.
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Collaborate with the QA & Training team to help improve product knowledge and team capabilities, and perform regular ticket audits to ensure security & process compliance
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Create and review internal documentation and customer-facing content to support efficient issue resolution for customers.
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Collaborate with Product and Engineering team members to build new features and fix bugs. Help develop and communicate appropriate temporary workarounds for bugs/feature gaps when necessary.
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Work closely with Sales, Marketing & Customer Success teams to document complex processes and create smooth handoffs for B2B admins & end-users.
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Define and develop project plans, timelines, and detailed specs to ensure smooth roll-out of product launches/changes.
Requirements:
- At least 2 years of experience providing technical customer support for a B2B product, preferably in SaaS environment
We're also looking for:
- Excellent customer-facing and internal communication skills
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Experience effectively working on projects with cross-functional teams (including software developers/engineers and QA teams)
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Experience using Zendesk or other ticketing systems. Ideally familiar with content management systems (CMSs) as well
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Experience troubleshooting technical issues that can arise in software applications
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Solid organizational skills, including attention to detail and ability to handle multiple priorities
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Experience writing content for a technical audience (B2B market)
