Product Support Representative, Reclaim

Company Description

Dropbox isn’t just a workplace—it’s 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 Dropbox—and 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 you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and 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 boundaries—and ourselves—to 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

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.