Product Support Specialist

Product Support Specialist

Dashlane'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.

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
• Resolve escalations and complex/sensitive customer issues via email, social media, and video conferencing.
• Collaborate with the QA & Training team to help improve product knowledge and team capabilities, and perform regular ticket audits to ensure security & process compliance
• Create and review internal documentation and customer-facing content to support efficient issue resolution for customers.
• 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.
• Work closely with Sales, Marketing & Customer Success teams to document complex processes and create smooth handoffs for B2B admins & end-users.
• 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
• At least 1 year experience managing projects with internal or external customers

We're also looking for:

• Excellent customer-facing and internal communication skills
• Experience effectively working on projects with cross-functional teams (including software developers/engineers and QA teams)
• Experience using Zendesk or other ticketing systems. Ideally familiar with content management systems (CMSs) as well
• Experience troubleshooting technical issues that can arise in software applications
• Solid organizational skills, including attention to detail and ability to handle multiple priorities
• Experience writing content for a technical audience (B2B market)

Diversity, Equity, Inclusion and Belonging at Dashlane: As 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 experience: To 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.