Manager, Service Delivery
To see similar active jobs please follow this link: Remote Management jobs
Role Description
Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Total Rewards section below to see what neighborhoods fall under each Zone.
Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are now recruiting an experienced manager to help lead in the next stage of our development. You will be leading a technical support function known as Customer Support. You will be accountable for delivering against the teams respective SLAs and KPMs.
Responsibilities
You will provide leadership and direction to your team, while working with other global leaders in a matrix structure
Ensure that SLAs as well as CES, CSAT, FCR and TTR metrics are being adhered to, with a continued drive towards exceeding monthly and quarterly targets
Work with the Global Support leadership team to develop operational discipline and standards for support
You will lead and inspire the team to deliver a world-class user and customer support experience
Become an expert on the 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 product customer support journey
Support the organization with goal setting and building cross functional relationships
You consistently strive to meet and exceed quarterly targets
Requirements
5 years+ results based, experience in technical support delivery or customer experience within the SaaS sector
You are deeply passionate about customer experience and making life simpler with technology
Experience managing a small team, with 3 or more direct reports, that was responsible for delivering technical support directly to end customers
Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact
Demonstrate strong communication and influencing skills, including managing stakeholders across multiple global offices
Proven management experience with the ability to coach experienced team members
Some travel (approx. 10%) maybe required
Preferred Qualifications
Hands-on — demonstrates ability to get involved in the day-to-day when needed
Demonstrates ability to set direction and achieve buy-in and alignment from team
Technical background, understanding of or familiarity with IT infrastructure or programming languages; ability to take complex issues and train/coach/teach to direct reports
Total Rewards
About the job
Manager, Service Delivery
To see similar active jobs please follow this link: Remote Management jobs
Role Description
Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Total Rewards section below to see what neighborhoods fall under each Zone.
Part of Dropbox Customer Experience, our Global Support team is responsible for defining and delivering a world-class support experience to our customers and users. We are now recruiting an experienced manager to help lead in the next stage of our development. You will be leading a technical support function known as Customer Support. You will be accountable for delivering against the teams respective SLAs and KPMs.
Responsibilities
You will provide leadership and direction to your team, while working with other global leaders in a matrix structure
Ensure that SLAs as well as CES, CSAT, FCR and TTR metrics are being adhered to, with a continued drive towards exceeding monthly and quarterly targets
Work with the Global Support leadership team to develop operational discipline and standards for support
You will lead and inspire the team to deliver a world-class user and customer support experience
Become an expert on the 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 product customer support journey
Support the organization with goal setting and building cross functional relationships
You consistently strive to meet and exceed quarterly targets
Requirements
5 years+ results based, experience in technical support delivery or customer experience within the SaaS sector
You are deeply passionate about customer experience and making life simpler with technology
Experience managing a small team, with 3 or more direct reports, that was responsible for delivering technical support directly to end customers
Deep passion and experience for operations with proven experience of translating operational skills into strategic business impact
Demonstrate strong communication and influencing skills, including managing stakeholders across multiple global offices
Proven management experience with the ability to coach experienced team members
Some travel (approx. 10%) maybe required
Preferred Qualifications
Hands-on — demonstrates ability to get involved in the day-to-day when needed
Demonstrates ability to set direction and achieve buy-in and alignment from team
Technical background, understanding of or familiarity with IT infrastructure or programming languages; ability to take complex issues and train/coach/teach to direct reports