Technical Support Representative - French Speaking

About Dashlane Dashlane’s mission is to deliver the credential security every business and employee needs to thrive. Millions of consumers, and over 25,000 brands worldwide, such as Michelin, Air France, and Forrester, trust Dashlane for industry-leading innovations, patented zero-knowledge security, and an unmatched user experience. Founded in Paris, Dashlane has since established offices in New York and Lisbon, and has grown to more than 300 Dashlaners globally. We're looking for people who actively use AI tools to drive efficiency, creativity, and impact in their work. At Dashlane, we drive innovation and value learning, strive for excellence in everything we do, and thrive as one team. Learn more about life at Dashlane , including how we work , how we hire , and the benefits of being a Dashlaner . About the role: Our Customer Support Team is here to help customers by delivering first-class support in a simple, effective, and timely manner. We aim to be the best in class and the impact of our Customer Support team is a key element to the satisfaction of our customers and the continuous growth of our customer base. As a Technical Support Representative, in addition to helping Dashlane customers resolve their questions and concerns, your primary focus will be on supporting our B2B customers, helping to prioritize bugs, and sharing product-related concerns feedback across the organization. In addition to core responsibilities, this position requires professional fluency in French, essential to provide specialized technical support to our French-speaking customers, when needed. Your day-to-day will be focused on handling technical and non-technical queries from both B2C and B2B customers, through a wide range of channels including email, chat, screen share, phone, and social media. Customer inquiries cover a wide range of topics, including account management, billing issues, service-related support, and more complex or technical questions received directly or through escalations. We are looking for candidates with experience in a Level 2 (L2) Technical Support role, who are passionate about helping others and have an interest in technology and the latest trends in that field. Location : You will be based in Lisbon, with English as your working language for all internal communication and English and French for supporting our global customer base. This will be a rotating weekly shift, from Monday to Sunday, between 9am-12am, including weekends and bank holidays, with rotative days off (40hrs a week). At Dashlane, you will: Respond to customer questions rapidly and clearly - this entails inquiries related to Dashlane's product, customer accounts, billing, and how to make the most of Dashlane. When required, provide dedicated technical support to French-speaking customers via inbound/outbound calls, handling escalations, and assisting Customer Success Managers. Take ownership of solving a wide range of customer problems through email, calls, and other channels as needed by providing effective probing and troubleshooting. Comply with and suggest improvements for ticket categorization and issue identification guidelines. You play a significant role in sharing relevant feedback with the product team and, hence, shaping the Dashlane product. Test and reproduce issues to troubleshoot and help Dashlane’s Product and Engineering teams identify and fix bugs. Handle escalation of complex or sensitive cases that cannot be resolved by our level 1 team, and help identify coaching/training opportunities from working on escalated cases. Provide support to our Level 1 agents through designated channels, such as Team Support, for topics requiring more in-depth knowledge of our product and procedures. Primarily focused on B2B customers, you will provide direct support through specific queues, with shorter SLA, like the White Glove queue. Handle inquiries and issues through screen share sessions scheduled by B2B admins i ... (truncated, view full listing at source)