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Product Support Representative

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Role Description

Are you passionate about supporting customers? If so, we want to hear from you! DocSend is looking for a Customer Support Representative to join our Customer Experience team. We are very passionate about making our customers awesome and are looking for a Customer Support Representative that will take these relationships to the next level. In this role, you will be responsible for making sure that each of our users has an awesome experience while interacting with both us and our products. The right individual will be passionate about delighting our customers through each and every contact. We value diversity and inclusion, and encourage our team members to be their authentic selves at work.

Responsibilities

Achieve expert working knowledge of our products - become a product specialist on all things DocSend
Collect and aggregate customer feedback to surface issues to the Product team
Troubleshoot reported bugs to our Engineering team
Maintain our lightning fast reply times and amazing customer satisfaction scores
Identify and document the reason the customer contacted us and advise on any forming trends that may impact the larger customer base
Help our Sales and account management team execute operational tasks to help close deals.
Effectively identify potential sales opportunities and communicate them to the sales team

Requirements

Experience working in Customer Support in the SaaS industry - you understand the complexities of the SaaS world and how to keep our customers happy!
1-2 years in a customer-facing and technical role for a web product or equivalent
Strong communication skills, both written and oral
Strong analytical and critical thinking skills - you love asking those open ended questions to really get to the root of the matter!
High attention to detail and technical proficiency is a must
A love for helping customers and delivering satisfaction
Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
You have good judgment and the ability to maintain confidentiality of sensitive customer data

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Lyndsey Bauers

Senior Director - Core Product

Passion Behind the Product

Cultivating Curiosity and Customer-first Focus

Since joining Dropbox in 2017, Lyndsey Bauers has transitioned between various product management roles before stepping into her current position as interim head of core product, all while embracing complex challenges and receiving ample support from mentors along the way. Curiosity is the lifeblood of Dropbox’s product initiatives. This desire to seek the unknown, coupled with a staunch customer-first focus, informs how Bauers guides her team to accomplish its goals for the year. Bauers is eager to help them shape product decisions in a way that will impact both the company as a whole and those who leverage its products every single day.

It’s really us working as units, where the thing that we’re all prioritizing and incentivized on is how we’re delivering value to the customer.

Sheila Wakida

Senior Director of Software Engineering

BUILDING CULTURE

Creating Impact From Opportunity

When Sheila Wakida first joined Dropbox in 2018, she knew joining the company would offer a supportive culture and a new set of opportunities for her career. Wakida also knew that her personal growth journey relied on her own ability to find passion, excitement and pride in her work. “I attribute my career growth to the unique ways in which Dropbox recognizes impact and hard work, and I’ve learned to focus on creating the most impact out of the opportunities in front of me,” she said. “Dropbox recognizes those who are brave enough to transform challenges into opportunities.”

I strive towards doing the best possible work at the highest level of quality that I can deliver, no matter how big or small the task.

Damian Łukasik

Engineering Manager

ASYNC BY DEFAULT

Supporting Solutions

As the engineering manager for Dropbox’s international growth team, Damian Łukasik spends his days helping a team of engineers build solutions to serve the company’s customers outside of the United States and helping to grow the Poland engineering hub. While his role encompasses an array of responsibilities, Łukasik’s mission is clear across functions: to build a strong foundation for Dropbox’s international team to scale. And he knows exactly what will make that possible: a collaborative internal culture and a customer-centric approach to make the right choices as the team moves forward.

I give my team space to own products and solutions and then support them in making those solutions successful.

What are Dropbox Perks + Benefits

Dropbox Benefits Overview

Essentials: Our essential U.S. benefits include medical, dental, and vision plans, retirement planning and 401k programs, life and disability coverage, and coaching and therapy options offered through Modern Health. Across the globe, we provide financial and wellness benefits in the context of what is relevant and beneficial locally.

Revitalizers: Press the reset button with benefits that help you unplug and restore, such as generous PTO with extended breaks to recharge and full free access to the Peloton Corporate Wellness Program.

Enlightened work: We’ve implemented a handful of policies that make your Virtual First work day work for you, including Core Collaboration Hours, business travel benefits, technology subsidies, access to On-Demand work spaces at no cost to employees, and more.

You and yours: No matter what your family structure looks like, you can support your loved ones with paid parental leave, family leave, lactation consultation options, adult and child care resources, and our global adoption/surrogacy policy.

The whole Dropboxer: Benefits to better serve yourself and your community through access to legal services, paid volunteer time off, exclusive discounts with partnered companies, military leave, and a quarterly allowance given to Dropboxers to use on what really matters to them.

Culture

Volunteer in local community

Partners with nonprofits

OKR operational model

Team based strategic planning

Pair programming

Employee resource groups

Employee-led culture committees

Quarterly engagement surveys

Employee awards

Flexible work schedule

Remote work program

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Mandated unconscious bias training

Diversity manifesto

Diversity employee resource groups

Hiring practices that promote diversity

Health Insurance + Wellness

Flexible Spending Account (FSA)

Disability insurance

Dental insurance

Vision insurance

Health insurance

Life insurance

Wellness programs

Team workouts

Mental health benefits

Transgender health care benefits

Abortion travel benefits

Financial & Retirement

401(K)

401(K) matching

Company equity

Performance bonus

Charitable contribution matching

Child Care & Parental Leave

Childcare benefits

Generous parental leave

Family medical leave

Adoption Assistance

Restricted work hours

Return-to-work program post parental leave

Fertility benefits

Vacation + Time Off

Unlimited vacation policy

Generous PTO

Paid volunteer time

Sabbatical

At Dropbox, this is called 'Recharge'

Paid holidays

Paid sick days

Flexible time off

Office Perks

Company-sponsored outings

Free snacks and drinks

Some meals provided

Company-sponsored happy hours

Recreational clubs

Relocation assistance

Fitness stipend

Home-office stipend for remote employees

Mother's room

Professional Development

Job training & conferences

Tuition reimbursement

Lunch and learns

Promote from within

Mentorship program

Continuing education stipend

Continuing education available during work hours

Online course subscriptions available

Customized development tracks

Personal development training

Apprenticeship programs

Additional Perks + Benefits

In order to be successful in our Virtual First environment we needed to make changes that would allow employees to have more control over both where and how they work. Therefore, we embrace “non-linear workdays” with defined core collaboration hours that overlap across time zones. Beyond that, we encourage employees to design their own schedules to balance collaboration with needs for individual focus. We’ve also moved from “all day syncs” to an “async by default” culture, reserving meetings for discussion, debate, and decision-making, and handling all other work in our deep focus hours.

View full list of perks + benefits

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