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Dashlane

Dashlane simplifies and secures your digital identity across all platforms and devices.

Product Support Specialist (Remote Eligible - US)
New York City, NY, US
Job Description / Skills Required

We continue to hire passionate people to join our mission of making security simple for millions of organizations and their people. Due to the ongoing public health crisis, our interview and onboarding processes will remain fully remote until further notice. At times like this, we're even more committed to providing you support and flexibility while you interview and onboard for your new job.

Dashlane is a web and mobile app that simplifies password management for people and businesses. We empower organizations to protect company and employee data while helping everyone easily log in to the accounts they need—anytime, anywhere. A better digital future starts with secure access.

Our team in Paris, New York, and Lisbon is united by a strong sense of community and passion for improving the digital experience. Over 15 million users and 20,000 businesses in 180 countries use Dashlane for faster, simpler, and more secure internet.

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 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:

This position’s location is flexible within the US, and you can also opt to work in our New York office.

At Dashlane, you will:

  • Resolve escalations and complex/sensitive customer issues via email, social media, and video conferencing. 
  • Deliver training to Dashlane business customers through webinars and other deep-dive sessions for an excellent onboarding experience.
  • Build and maintain an effective feedback loop with the assigned Product teams to drive customer-centric improvements & changes.
  • Collaborate with QA & Training team to help improve product knowledge and team capabilities, and perform regular 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. 

To accomplish all of the above, you will work closely with internal cross-functional teams such as our Engineering, Development, Product, and QA teams.
We are looking for people passionate about helping others, have an interest in technology, are naturally curious, and eager to join a fast-growing company. 

This is the perfect role for someone who already has a strong background or relevant customer-facing experience in SaaS or tech environment.

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, Inclusion, and Belonging at Dashlane:: 

As a truly international company - founded in Paris and split between Paris, New York, and Lisbon, Dashlane thrives off diverse perspectives. We value all aspects of diversity: gender identity, sexual orientation, ability, ethnic origin, social background, age, lifestyle, and more - and are committed to hiring a diverse community and fostering a culture where everyone is heard and belongs.

Your interview experience: 

To know what to expect once you’ve sent your application, read about how we interview and hire at Dashlane in this blog by our Talent team. Feel free to browse our blog section to find more information about our product and how we work.