CX - Product Resident Expert: Account Security

Overview
 
Our mission in Dropbox is to simplify the way people work together. With a user base of over 600 million, the Customer Experience (CX) 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
 
As Account Security Product Expert (PE), you are responsible for managing the end-to-end escalation process for Account Security cases, and for ensuring that our customer’s issues are managed within SLA and in strict accordance with policy and procedures.  Above all, you will be responsible for making sure Dropbox keeps Dropbox accounts safe when helping with sensitive support requests. As part of the global CX team, you will collaborate with CX peers, stakeholders in other parts of Dropbox, and our strategic outsourcing partner to ensure that a high level of domain knowledge exists across all of our support locations. You will also seek opportunities to improve our customer experience on an on-going basis, and help to develop our capabilities in line with emerging trends and threats
 
Responsibilities
  • Manages tier 3 escalations for Account Security globally, working with our outsourced partner and contract resources to ensure that our customer’s issues are managed within SLA and in strict accordance with account security policies and procedure
  • Manages onward escalations and priority issues to other Dropbox teams as required to address specialized customer issues related to areas such as legal, copyright, abuse of usage, or malware
  • Owns account security domain expertise within CX, and is responsible for enabling Service Delivery through training, process refinement and knowledgebase updates, as well as user-facing content
  • Analyzes and assess the impact of Account Security-related issues on our customers, and seeks opportunities to resolve these issues through changes in product, policy and procedures by working collaboratively with colleagues in CX, Trust & Security, Tools, Engineering and other teams
  • Facilitates, and participates in, routine audits
  • Tracks and manages key performance metrics
  • Builds a strong partnership with Trust & Security to understand emerging issues, trends and potential policy violations
 
Requirements
  • You have a background in security, or demonstrable knowledge of account security and related threats
  • You have a detailed technical knowledge of various desktop Operating Systems (Windows, OSX, Linux etc) and basic network communication standards
  • You are a strong collaborator, and work effectively with peers and other stakeholder teams across multiple locations
  • You have strong communication skills with the ability to work with both technical and non-technical audiences
  • You manage workload effectively and leverage resources where appropriate to deliver against target
  • You are able to leverage product specific tools to diagnose issues and differentiate between a bug, a feature request, and a user misunderstanding
  • You have research skills including being comfortable with reading some basic code from time to time
  • You demonstrate trustworthiness and are capable of handling sensitive and often difficult user situations related to account security
  • You are comfortable owning processes of very sensitive nature
 

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