Role Description

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.
• You will manage a team of 10 Agents and Contractors located in Australia, and work closely with peers in a globally dispersed team.
• 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

• Bilingual in Japanese and English

Company Description

Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

Team Description

The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.