Customer Support Agent – Technical (Lisbon)

About the role

Our Customer Support Team delivers first‑class support to the growing Dashlane community, handling technical queries via email, chat, phone and social media. You will address a wide range of issues—from account and billing questions to complex technical problems that may require escalation.

Key responsibilities

• Respond rapidly and clearly to B2C and B2B customers about the Dashlane app, account, login and billing issues.
• Take ownership of queries across phone, email, chat and social media, using effective probing and troubleshooting.
• Follow ticket categorisation guidelines and maintain high quality standards.
• Meet productivity and quality KPIs by resolving customer concerns efficiently.
• Provide feedback to the product team and help shape future product improvements.
• Update and create content for the internal knowledge base and help centre.
• Test and reproduce issues to assist the product team in bug identification.
• Escalate complex cases to Level 2/Level 3 support teams.

Required profile

• At least 1 year of experience in technical customer support, preferably with B2B customers.
• 1+ years of online customer support experience in English, ideally in a SaaS or tech environment.
• Excellent spoken and written English.

Required skills

• Zendesk ticketing platform.
• Slack for internal communication.
• Atlassian tools for knowledge‑base management.
• Troubleshooting of web applications.
• Troubleshooting of mobile applications.
• Experience with web‑extension issues.

What we offer

• Flex Benefits – a monthly benefit pool.
• Health insurance covered by Dashlane.
• 5 extra vacation days plus your birthday off.
• Company‑wide well‑being days each quarter.
• Up to 20 weeks fully paid parental leave.
• Donation‑matching program.
• Mental‑health services via Spring Health for you and family.
• Weekly office lunches and monthly happy‑hour events.