Role Description

As part of the Customer Experience (CX) organization, the Product Expert (PX) team is responsible for developing and utilizing their product knowledge and expertise to deliver an extraordinary support experience for all our customers. Our primary goal is acting as a technical consultancy for the customer and the CX organization. 

We achieve this by collaborating closely with our Engineering, Product and Design teams to advocate on behalf our customers. We ensure the successful launch of all products, features, and changes across multiple customer segments, locales, and populations, including tracking relevant feedback and modifying existing support patterns and workflows to accommodate new dependencies and support requirements.

The New Technologies sub-team owns and manages the support experience for the latest Dropbox product offerings, including Dropbox Paper. You’ll work closely with product managers, engineers, and designers to advocate for our top customer pain points, influence the product roadmap, and ensure successful product launches for our customers. 

This role will also explore new and exciting ways to improve the support experience to ensure that support is best-in-class, both by running experiments on the Paper support experience and by ensuring that support agents are well-resourced to successfully support our Paper customers.

Responsibilities

• You will act as a product function owner within Customer Experience 
• You will stay up-to-date on all new features, and be fully aware of the Paper, and other new product, roadmaps
• You will be responsible for driving operational excellence by improving support processes and removing issues at source for all aspects of Dropbox Paper
• You will handle product inquiries and ticket escalations
• You will be required to file bugs and work with the Product team to gather information about outages and emergencies
• You will need to explore data to find actionable insights and make user-centric product recommendations
• You will responsible for collaborating with product, design and engineering teams to ship new, impactful features by writing up support specs, setting up support tooling requirements, and co-ordinating support readiness
• You will build trusted cross-functional relationships across Product, Engineering, Design, and CX in order to manage complex projects across multiple teams

Requirements

• You have 5+ years of experience working with and influencing SaaS product & engineering teams to meet customer and business needs
• You have a proven history learning and adapting to new technologies
• You have a detailed technical knowledge of various desktop Operating Systems (Windows, MacOS, Linux, etc), web browsers, mobile devices, and basic network communication standards
• You have strong communication and presentation skills and the ability to work with both technical and non-technical audiences
• You have proven experience influencing and negotiating with senior stakeholders
• You’re a critical thinker: you’re thoughtful, self-aware, and use available evidence to make decisions
• You’re a self-starter: you drive projects with minimal mentorship and focus on high impact work
• You’re comfortable working with quantitative data and can gather insights and identify trends
• You’re comfortable occasionally reading code and running simple scripts
• You show real passion for Dropbox, Dropbox Paper, and the collaboration technology space