Customer Support Agent Jobs

Dashlane

Location:
Portugal, Lisbon

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Our Customer Support Team is here to deliver first-class support in a simple, effective, and timely manner to our growing Dashlane community. Your day-to-day will be focused on handling technical queries from our customers through a wide range of channels including email, chat, phone, and social media. Those queries could range from account questions, billing-related inquiries, and support ranging from basic how-to questions about the app to more complex questions that may require escalations.

Job Responsibility:

Respond to B2C and B2B customers' questions rapidly and clearly
Provide technical support towards account/login/billing-related issues
Take ownership of solving a wide range of customer queries that come through email, chat, and social media with effective probing, and troubleshooting
Comply with and suggest improvements for ticket categorization and issue identification guidelines
Reach for productivity and quality KPIs aligned with the team goals by resolving all questions and concerns
Play a big role in sharing relevant feedback with the product team
Help update/create content for our internal knowledge base and our help centre
Test and reproduce issues to troubleshoot and help the Dashlane product team identify and fix bugs
Be the voice of our customers: raise their concerns or new feature requests/feedback to our product and engineering team
Work closely with the Level 2 and Level 3 support teams to improve overall product knowledge, and to escalate more complex issues

Requirements:

1 year of experience in technical customer support
1+ years of experience providing online customer support in English, preferably in a SaaS environment or a tech company
Excellent spoken and written English
The ability to communicate technical topics to customers and coworkers simply and clearly in English via email, chat, and/or phone
Quality-driven people with a passion for creating extraordinary customer experiences while being able to help their team achieve efficiency and productivity objectives
The ability to use support platforms such as Zendesk
Experience in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the product/development team, and resolution
Prior experience working with tech teams like developers/engineers and QA
Prior experience troubleshooting technical issues that can arise on web apps, mobile apps, local software, and web extensions

Nice to have:

Familiar with Slack as an internal communication tool and Atlassian as a Knowledge Base interface
Potentially with B2B customers

What we offer:

Flex Benefits - allocate a monthly amount to a pool of benefits
Health insurance covered by Dashlane
5 extra vacation days each year, plus your birthday off
Company wide well-being days (one per quarter)
Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption
Donation matching program
Access mental health services through Spring Health, available for you and your family members
Team building & social events - weekly lunch in the office and monthly happy hour

Additional Information:

Job Posted:
December 08, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Support Agent