CX - Escalation Manager

Dropbox, Austin, TX

File hosting service

Role Description

You will be part of a small, but important team with responsibility for running the end-to-end customer escalation process, focusing reactively on customer issue resolution, and prevention.

You will work in a dynamic, collaborative way to identify and assess the impact of critical customer issues. You will co-ordinate efforts across CX, Dropbox, and our outsourcing partner to actively resolve or remediate those issues while handling internal communications and customers updates.


  • You will respond to priority support and other Staff-level support requests on behalf of Dropbox’s customers
  • Work collaboratively on escalation cases covering individuals or groups of customers
  • Through cross functional partnerships you will assess customer concerns and co-ordinate resolution efforts and root cause analysis / post-mortem discussions
  • You are responsible for internal and external communications, collaborating closely with our CSM, Marketing and Legal teams to strategize
  • Co-ordinate cross functional responses to system outages


  • 2+ year’s experience in escalation or technical support
  • Strong communication skills with specific experience of leading customers through challenging issues to successful resolution
  • Ability to understand the business impact of customer support issues, and advocate for the customer in internal resourcing discussions
  • Ability to resolve or drive resolution to critical situations through creative solutions
  • You love working on multiple tasks and projects while working cross-functionally in a rapidly changing environment
  • You are passionate about technology and you know and love Dropbox software
  • You are degree qualified in a technical or business discipline

Benefits and Perks

  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off 
  • Company sponsored tech talks (technology and other relevant professional topics)

About Dropbox

Dropbox simplifies the way people work together. 500 million registered users around the world use Dropbox to work the way they want, on any device, wherever they go. With 150,000 businesses on Dropbox Business, we’re transforming everyday workflows and entire industries.

Want to learn more about Dropbox? Visit https://www.dropbox.com/