Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone.
Company Description
Dropbox isnt just a workplaceits a living lab for more enlightened ways of working. We’re a global community of more than 2,000 bold visionaries and resourceful doers who are shaping the future of Dropboxand with it the future of work. Our Virtual First model combines the flexibility of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who youre meant to be. Here, you can own your impact to make work more intuitive, joyful, and humanfor you as a Dropboxer and for hundreds of millions of people worldwide. If you’re ready to push boundariesand yourself Dropbox is ready for you.
Team Description
The Dropbox Customer Experience (CX) Team shapes how more than 700 million users worldwide interact with our products. We turn complexity into convenience and customer insights into innovations, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundariesand ourselvesto improve the customer experience. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you’re passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience team. Areas of work include customer support, user experience research, technical support, customer success management, and program management.
Role Description
The Product Support Representative role will provide exceptional support for the Reclaim platform. We use tools such as Slack, Intercom, Zoom and Linear to communicate with our users, work as a team, and partner across the organization to provide real product feedback from our users. Depending on the needs of our customers, you may be required to work some weekends and holidays.
Responsibilities
Deliver technical support for Reclaim based issues via Intercom and Zoom
Achieve expert working knowledge of Reclaim, meet set KPI targets, and complete tasks in a timely and effective manner
Provide customized recommendations and solutions to customers on complex issues in user-friendly ways; enabling frictionless engagement with the product and maintaining high customer satisfaction scores
Communicate customer reported issues internally and triage them to the correct team
Document recurring issues to support product quality programs, product development, and to maintain agent resources
Drive projects that systematically improve customer experience in alignment with CX strategy
Requirements
4+ years of work experience in a technical support and customer facing role supporting Enterprise, Premium or White Glove level support
Possess the technical acumen to leverage internal tooling to troubleshoot customer issues
Demonstrate strong communication skills and are able to convey complex technical information in user-friendly ways through effective listening and questioning
Ask open ended questions to really get to the root of the matter and regularly exercise analytical and critical thinking skills
Team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve
Excel at working in an ambiguous and changing environment as the business grows and evolves with focus on business outcomes
Have good judgment and the ability to maintain confidentiality of sensitive customer data
Show real passion for our products and for creating extraordinary customer experiences
Preferred Qualifications
Experience in training customers, individuals and/or partners in products or services or running customer events
Avid Reclaim user and a vocal technology evangelist
Compensation
US Zone 1
This role is not available in Zone 1
US Zone 2
$74,600$101,000 USD
US Zone 3
$66,400$89,800 USD
The range(s) listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change.
Please note, OTE are for sales roles only.
Salary/OTE is just one component of Dropboxs total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
Dropbox takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location/metropolitan area, skillset, and peer compensation. We target most new hire offers between the minimum up to the middle of the range.
Dropbox uses the zip code of an employees remote work location to determine which metropolitan pay range we use. Current US Zone locations are as follows:
US Zone 1: San Francisco metro, New York City metro, or Seattle metro
US Zone 2: Austin (TX) metro, Chicago metro, California (outside SF metro), Colorado, Connecticut (outside NYC metro), Delaware, Massachusetts, New Hampshire, New York (outside NYC metro), Oregon, Pennsylvania (outside NYC or DC metro), Washington DC metro, and West Virginia (DC metro)
US Zone 3: All other US locations
Benefits
Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:
Competitive medical, dental, and vision coverage
401(k) plan with a generous company match and immediate vesting
Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh
Income Protection Plans: Life and disability insurance
Business Travel Protection: Travel medical and accident insurance
Perks Allowance to be used on what matters most to you, whether thats wellness, learning and development, food and groceries, and much more
Parental benefits including: Parental Leave, Child and Adult Care, Day Care FSA, Fertility Benefits, Adoption and Surrogacy Support, and Lactation Support
Access to over 10,000 global co-working spaces through Gable.to, making it easy to book flexible workspaces for collaboration or individual work
Quarterly Cell phone and internet allowance
Mental health and wellness benefits
Disability and neurodivergence support benefits
Additional benefit details are available upon request.
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.