Customer Support

Remote from: Ireland
Salary, yearly, EUR: 49,100 - 66,500
Department: Customer Success
Employment type: Full Time,
Job posted: 2 Oct 2025
Apply before: 2 Nov 2025
Experience level: Midweight
Views / Applies: 60 / 12

About company

About Dropbox

Dropbox is the world’s first smart workspace that helps people and teams focus on the work that matters.

Internet
2007

Actively Hiring

5.0 Rated

Role Description

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