About Dashlane
Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Our top-rated platform pairs enterprise-grade security with consumer-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 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.
The Tools and Reporting team within our Customer Experience (CX) department plays a critical role in ensuring that our customers receive the highest level of service and support.
About the Role:
As a Support Operations Specialist, you will play a pivotal role in enhancing the efficiency and effectiveness of customer support operations. Your responsibilities will include analyzing customer interactions and conversation data to identify trends, uncover insights, and generate actionable reports that inform strategic decisions. You will collaborate closely with cross-functional teams to design, implement, and optimize internal processes, ensuring seamless customer communication and operational excellence.
A key part of your role will involve managing and maintaining the AI Chatbot, including implementing conversational flows, testing new functionalities, and staying up-to-date on the latest innovations in AI and customer support.
Furthermore, you will collaborate closely with the team to seamlessly integrate key departmental tools such as Zendesk and translation tools. Your responsibilities will also include troubleshooting any issues with these tools and providing support during system updates.
To be successful in this role, you’ll need strong analytical and organizational skills, exceptional attention to detail, and the ability to effectively communicate insights and recommendations to diverse stakeholders.
Location: You will be based in Lisbon, with English as your working language. 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 consistent third day at your choice. We offer relocation support (national and international) for individuals who are already legally eligible to work in the European Union.
Key Responsibilities:
- Manage and improve the process for performance tracking and target setting.
- Regularly review and assess customer interactions with our Chatbot, identify areas for improvement in customer communication, and escalate issues as necessary.
- Analyze conversation data to uncover gaps, trends, and insights and generate actionable reports to inform decision-making and strategy.
- Collaborate with cross-functional teams, propose the creation of new workflows, and recommend improvements to existing ones based on data analysis and audit findings.
- Build and implement conversational flows using our Chat Bot.
- Test and validate new flows to ensure optimal performance.
- Manage and maintain the AI Chatbot (from troubleshooting to optimizing, planning and being on top of next releases)
- Serve as an internal and external point of contact person on automation systems, fostering cross-team collaboration.
- Stay updated on AI and customer support best practices to drive innovation within the team.
Requirements:
- Solid data, analytical, and organization skills
- Proficiency in Excel / Google Sheets
- Experience working on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
- Proven ability to successfully manage complex projects end-to-end.
- Strong metrics-based orientation, proven ability to analyze and build reports and identify actionable insights to drive new opportunities.
- Strong business focus, and collaboration skills, logical thinking, detail-oriented, and adaptability to successfully cooperate with different stakeholders and help achieve business goals.
- Excellent written and verbal communication skills (English)
- Experience in Customer Support is a plus
- Previous experience using Customer Support tools (Ex. Zendesk) is a plus
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.
What We Do
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.
Why Work With Us
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 a faster, simpler, and more secure internet.
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