Customer Support Agent (Lisbon - Portugal) Lisboa

Customer Support Agent (Lisbon - Portugal)
Lisboa
Lisboa, Lisboa, Portugal

Customer Support Agent (Lisbon - Portugal)

Join to apply for the Customer Support Agent (Lisbon - Portugal) role at Dashlane.

About Dashlane

Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Our
- rated platform pairs
- grade security with
- grade design, empowering everyone to be part of the credential security solution. More than 24, 000 organizations and millions of individuals globally use Dashlane to secure and manage their credentials while building toward a passwordless future.

At Dashlane, we drive innovation, value learning, strive for excellence, 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 Role

Our Customer Support Team delivers
- class support in a simple, effective, and timely manner to our growing Dashlane community. Your daily tasks include handling technical queries via email, chat, phone, and social media. These may range from account questions, billing inquiries, to support for basic to complex app issues requiring escalations.

We seek passionate individuals interested in technology and customer service, with relevant experience in technical support and
- facing roles. If you are eager to join a
- growing company, this could be your next challenge.

Additional Information

• Full-time 8h/day, Monday to Sunday, including weekends and bank holidays, with rotative days off (40hrs/week).
• Rotative shifts (Lisbon time):
  • Morning: 9am-6pm
  • Afternoon: 3pm-12am
  • Night: 12am-9am

Location

• Hybrid work: 2 days remote, 3 days
  - office in Lisbon.
• Tuesday: company day; Wednesday: department day; third day flexible.

Responsibilities

• Respond to B2C and B2B customer inquiries about the Dashlane app, providing technical support for account/login/billing issues.
• Own customer queries, troubleshoot, and resolve issues through email, chat, and social media.
• Suggest improvements for ticket categorization and issue identification, adhering to Dashlane’s service standards.
• Meet productivity and quality KPIs, resolve all questions effectively.
• Provide feedback to the product team to improve the product.
• Update and create content for internal knowledge bases and help centers.
• Test and reproduce issues to assist in bug identification and fixes.
• Represent customer voice, raising concerns and feature requests.
• Collaborate with Level 2 and 3 support teams for complex issues.

Work
- functionally with Engineering, Development, Product, and QA teams.

Requirements

• At least 1 year of experience in technical customer support, preferably with B2B customers.
• Over 1 year of experience supporting customers online in English, ideally in Saa
  S or tech environments.
• Excellent spoken and written English skills.

Preferred Skills

• Ability to explain technical topics clearly in English via email, chat, and phone.
• Quality-driven with a passion for creating excellent customer experiences.
• Experience with support platforms like Zendesk, Slack, Atlassian.
• Experience managing support tickets from inquiry to resolution, including bug reporting.
• Previous collaboration with developers, engineers, and QA teams.
• Technical troubleshooting skills across web apps, mobile apps, and extensions.

Diversity & Inclusion

As an international company, Dashlane values diversity in gender, ethnicity, ability, background, age, and lifestyle. We are committed to inclusive hiring and fostering a culture of belonging.

Additional Info

Learn about our interview process and company culture on our blog.