CX Global Escalation Manager

Our mission in Dropbox is to simplify the way people work together. With a user base of over 500 million, the Customer Experience team simplifies how our users and customers interact with Dropbox. We focus on understanding the customer journey as well as where we can simplify interactions and improve the Customer Experience. And as we scale rapidly with our business growth, we’re hiring dedicated and enthusiastic people to help deliver compelling online support globally.
Role description
The CX Escalation Manager is responsible for managing the end-to-end customer escalation process, focusing reactively on customer issue resolution, and proactively on the prevention of similar escalations in the future. They work quickly and collaboratively to identify and assess the impact of critical customer issues. They will co-ordinate efforts across CX, the broader Dropbox organization, and our outsourcing partner to actively resolve or remediate those issues while managing internal communications and customers updates. Key responsibilities include:
  • Working collaboratively to identify and assess escalations covering individual or groups of customers as well as defining the escalation process, de-escalation strategy and exit criteria
  • Co-ordinating resolution efforts across CX, Dropbox and outsourced provider
  • implementing and managing the CX escalation process across Dropbox and its outsourced support provider
  • Co-ordinating internal and external communications during escalations, particularly with customer-facing teams such as Sales and Customer Success
  • Owning priority support and other Staff-level support requests on behalf of Dropbox’s customers
  • Co-ordinating root cause analysis / post-mortem discussions to eliminate or minimize the impact of similar escalations in the future.
  • BCP co-ordinator for CX
  • Co-ordinating cross functional responses to tools outages
Role requirements
  • 4+ year’s experience in escalation or technical support management
  • 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
  • Strong communicator with specific experience of managing customer expectations and senior stakeholder communications
  • Demonstrated ability to resolve or drive resolution to critical situations through innovative solutions
  • Ability to manage multiple tasks and projects while working cross-functionally in a fast paced environment
  • You have existing knowledge of Dropbox products
  • You are degree qualified in a technical or business discipline

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