Customer Support Agent (Lisbon - Portugal)

About DashlaneDashlane’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. 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 life at Dashlane, including how we work, how we hire, and the benefits of being a Dashlaner. About The RoleOur Customer Support Team is here to deliver first-class support in a simple, effective, and timely manner to our growing Dashlane community. Your day-to-day will be focused on handling technical queries from our customers through a wide range of channels including email, chat, phone, and social media.

Those queries could range 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. We are looking for people who are passionate about helping others and are interested in technology and the latest technology trends. This is the perfect role for someone who already has a strong background or relevant experience in technical customer support and who has ideally worked in customer-facing roles. If that's who you are, and if you are eager to join a fast-growing company, this might be your next challenge.

What else do you need to know? Full-time 8h/day between Monday to Sunday, including weekends and bank holidays with rotative days off (40hrs a week)Rotative shifts position (Lisbon time)Morning shift comprised between 9am and 6pmAfternoon shift comprised between 3pm and 12am Night shift comprised between 12am and 9am Location-Specific Information: You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, just for when in the morning shift.

Tuesday is 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.

At Dashlane You WillRespond to B2C and B2B customers' questions rapidly and clearly - this entails questions related to the Dashlane app and will also be providing technical support towards account/login/billing-related issuesTake 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 issueComply with and suggest improvements for ticket categorization and issue identification guidelines but also with the Dashlane and quality expected from our standards of serviceReach for productivity and quality KPIs aligned with the team goals by resolving all questions and concernsPlay a big role in sharing relevant feedback with the product team and hence in shaping the Dashlane productHelp update/create content for our internal knowledge base and our help centre, making your job and that of your peers easier in the futureTest and reproduce issues to troubleshoot and help the Dashlane product team identify and fix bugs Be the voice of our customers:

raise their concerns or new feature requests/feedback to our product and engineering team 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 expertiseTo accomplish the above, you will work cross-functionally with different teams such as Engineering, Development, Product, and QA.

RequirementsYou have 1 year of experience in technical customer support and; potentially with B2B customersYou have 1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech companyExcellent spoken and written EnglishWe’re Also Looking ForThe ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone. Quality-driven people with a passion for creating extraordinary customer experiences while being able to help their team achieve efficiency and productivity objectives.

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). 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. Prior experience working with tech teams like developers/engineers and QA. Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions.

What Dashlane Offers YouFlex Benefits - monthly amount to be allocated to a pool of benefits of your choiceHealth insurance covered by DashlaneExtended time off and well-being days - add 5 days to you vacation quota, plus your birthday day off, and 4 extra days (one per quarter) to acknowledge the importance of your wellbeingEqual Parental leave - regardless of gender, up to 20 weeks fully paid leave to take care of their new baby, within the first year of birth or adoptionMentorship program - select your mentor from our internal pool and continue your learning path!Flexible working hours - depending on the role, determine a schedule that fits your need, in alignment with your managerDonation matching program - give back to the community and support actions that lead to positive social impact under the historically marginalized communities.

Every donation will be matched by Dashlane. Mental health services through Spring Health for you and for you and family membersTeam buildings & seasonal social eventsWeekly lunch in the office and monthly happy hourand much moreDiversity, Equity, Inclusion And Belonging At DashlaneAs a truly international company—founded in France and distributed across 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 here. Your Interview ExperienceTo know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane. Feel free to browse our blog to find more information about our product and how we work.