Team Leader (Customer Support & Service)

Job Description

Dashlane is seeking a Team Leader for their Customer Support team in Lisbon, Portugal. The ideal candidate will be passionate about leading and developing a team of customer support agents, interested in technology and operation management, and thrive in an agile environment.

The Team Leader will be responsible for leading, coaching, and supervising a team of Customer Support Agents and Senior Customer Support Agents on a day-to-day basis. They will work closely with Customer Support Managers and other Support Teams to drive a one-team approach to customer support.

Role Involves:

• Managing a team of 10 to 15 support agents.
• Training, mentoring, and guiding the team to strengthen quality and efficiency metrics.
• Providing regular and actionable feedback for continuous improvement and development.
• Conducting regular 1:1 and coaching sessions with direct reports.
• Partnering with QA and Training teams.
• Ensuring customer satisfaction and supporting daily operations.
• Handling escalations and contributing to process improvement.

Requirements:

• Fluency in English (additional European language is a plus).
• Minimum of two years of experience managing support teams in a fast-paced customer support environment.
• Experience managing teams of 8 to 15 agents.
• Experience using customer support ticketing systems (ideally Zendesk).
• Strong leadership, communication, and stakeholder management skills.
• Passionate about technology and driving the adoption of new products and features.
• Ability to actively use AI tools to drive efficiency.

Dashlane Offers:

• Flex Benefits.
• Health insurance.
• Extended time off and well-being days.
• Equal Parental leave.
• Mentorship program.
• Flexible working hours.
• Donation matching program.
• Mental health services.
• Team buildings & seasonal social events.
• Weekly lunch in the office and monthly happy hour.