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CX - Customer Experience Specialist

Sorry, this job was removed at 12:03 p.m. (CST) on Tuesday, September 11, 2018
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Role Description

You will be working with a thoughtful, tightly-knit team that’s committed to realizing ambitious ideas. As part of the Dropbox Global Support team , the Customer Experience Specialist is responsible for the front-line management of customer cases and providing process feedback to the team.

Responsibilities

  • Become an expert in the operation of all agent support tools
  • Discover customer needs through reactive support engagement on multiple channels including email, phone, and chat
  • Provide feedback on business processes used by the Customer Experience team
  • Identify, evaluate, and execute on opportunities to increase user happiness and to help users help themselves
  • Develop and execute test plans for new technology and process

Requirements

  • 1-3 years of work experience, preferably in a tech support related role
  • You show passion and knowledge of Dropbox software
  • You can communicate complex technical information in user-friendly ways
  • You have great communication skills to interact with users and various teams inside Dropbox
  • You’ve solved analytical problems using quantitative approaches
  • You are working in ambiguous and changing environment as the business grows and evolves
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Marley Spector headshot
Marley Spector
Director of Product, Dropbox Dash
Passion Behind the Product
Cultivating Cross-Functional Collaboration
When asked about how the team successfully got the Dash product across the finish line, Marley Spector credits the team's cross-functional collaboration as the key to their success. "I collaborated with everyone from product, design, engineering, data science, research, support, marketing, legal, finance, sales and more. We would not have been able to build Dash for our users without tight collaboration. From the beginning, we ensured that the whole team really had an ownership mindset — no decision should take longer than five days to make," she said. "This wasn’t just our team; it was a full organization effort."

When asked about how the team successfully got the Dash product across the finish line, Marley Spector credits the team's cross-functional collaboration as the key to their success. "I collaborated with everyone from product, design, engineering, data science, research, support, marketing, legal, finance, sales and more. We would not have been able to build Dash for our users without tight collaboration. From the beginning, we ensured that the whole team really had an ownership mindset — no decision should take longer than five days to make," she said. "This wasn’t just our team; it was a full organization effort."

What I love about our cross-functional collaboration is being candid but not combative, critical but not cynical.
Sheila Wakida headshot
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.”
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
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.
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.
Marley Spector headshot
Marley Spector headshot
Sheila Wakida headshot
Sheila Wakida headshot
Damian Łukasik
Damian Łukasik

What are Dropbox Perks + Benefits

Dropbox Benefits Overview

We’re proud to offer benefits that help all Dropboxers take care of their holistic selves, so they can keep flowing at work.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
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 Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
At Dropbox, this is called 'Recharge'
Paid holidays
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
Professional Development Benefits
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

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.

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