Website Dropbox
Customer Support at Dropbox, Remote (Ireland)
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We are seeking a strategic and detail-oriented Support Workforce Manager to lead our workforce management (WFM) operations across our customer support organization. In this role, you will be responsible for forecasting, capacity planning, scheduling, and real-time support to ensure we deliver exceptional customer service across our global team while maintaining operational efficiency. You will work cross-functionally with support leadership, analytics, and systems teams to align staffing with demand and service level goals.
Responsibilities
Workforce Strategy & Planning
- Work with analytics to develop and maintain accurate support volume forecasts using historical data and predictive models
- Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers
- Design short- and long-term capacity plans to meet SLAs and optimize efficiency
Scheduling & Real-Time Management
- Lead scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches
- Manage intraday performance and real-time adherence, and make dynamic adjustments to meet demand
- Identify and resolve coverage gaps, skill mismatches, and schedule inefficiencies
Performance Analysis & Reporting
- Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc.
- Conduct variance analyses to continuously improve accuracy and efficiency
- Partner with support operations and data teams to build and refine dashboards
Systems, Tools & Process Optimization
- Own and optimize WFM tools and integrations
- Implement new processes and automations to streamline workforce operations
- Ensure compliance with labor laws, internal policies, and data governance standards
Cross-functional Collaboration
- Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices
- Provide WFM guidance for special projects like product launches or stretch projects
Requirements
- 5+ years of experience in workforce management, capacity planning, or support operations
- Proven track record managing global, multi-channel support environments
- Strong analytical skills and experience with forecasting models and WFM tools
- Excellent communication, stakeholder management, and cross-functional collaboration skills
- Comfort with ambiguity
Preferred Qualifications
- Experience working in fast-paced SaaS, tech, or high-growth environments
- Familiarity with tools like Zendesk, AWS Connect, ZoomChat, and SQL
- Understanding of Lean, Six Sigma, or other operations methodologies
Compensation
The range listed above is the expected annual salary/OTEÂ (On-Target Earnings) for this role, subject to change.
Please note, OTE are for sales roles only.
Salary/OTE is just one component of Dropbox’s 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 is a Virtual First company and is open to hiring candidates in all authorized locations.
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 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 autonomy 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.
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:
- Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh
- Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food and groceries, and much more
- Mental health and wellness benefits
- Monthly Internet Allowance
- Intern Social Stipend
- Annual Emerging Talent Summit, travel and hotel accommodations provided
Additional benefits details are available upon request.
*Where group plans are not available, allowances may be provided
**Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy
Dropbox supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. See our AI philosophy.
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. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.
To apply for this job please visit jobs.dropbox.com.
