CX - Escalation Manager

Role Description
You will be part of a small, but important team with responsibility for running the end-to-end customer escalation process, focusing reactively on customer issue resolution, and prevention.

You will work in a dynamic, collaborative way to identify and assess the impact of critical customer issues. You will co-ordinate efforts across CX, Dropbox, and our outsourcing partner to actively resolve or remediate those issues while handling internal communications and customers updates.

  • You will respond to priority support and other Staff-level support requests on behalf of Dropbox's customers
  • Work collaboratively on escalation cases - covering individuals or groups of customers
  • Through cross functional partnerships you will assess customer concerns and co-ordinate resolution efforts and root cause analysis / post-mortem discussions
  • You are responsible for internal and external communications, collaborating closely with our CSM, Marketing and Legal teams to strategize
  • Co-ordinate cross functional responses to system outages

  • 2+ year's experience in escalation or technical support
  • Strong communication skills with specific experience of leading customers through challenging issues to successful resolution
  • Ability to understand the business impact of customer support issues, and advocate for the customer in internal resourcing discussions
  • Ability to resolve or drive resolution to critical situations through creative solutions
  • You love working on multiple tasks and projects while working cross-functionally in a rapidly changing environment
  • You are passionate about technology and you know and love Dropbox software
  • You are degree qualified in a technical or business discipline
Benefits and Perks
  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off
  • Company sponsored tech talks (technology and other relevant professional topics)

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