Must currently live in one of the following states: Connecticut, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Tennessee, Virginia, Wisconsin
Squarespace is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a squad of East Coast-based Customer Support Associates/Advisors who provide customer advocacy.
As a Customer Support Lead, you will oversee the team’s daily responsibilities to ensure they have the tools and support to help exceed our Support goals. You will partner with peers and senior leadership to improve our support channels across email and live chat and help influence the broader department strategy—all the while strengthening team culture, driving customer happiness and promoting employee development and success.
You will report to our Senior Manager, Customer Support and work remotely in either the EST or CST timezone.
You’ll Get To…
- Create a positive team culture. Manage your team’s adherence to company policies, performance expectations and support metrics
- Stay current on Squarespace product developments and policies and communicate with your team to support them through frequent changes
- Help contextualize new company and department programs to increase engagement and support. Represent the team’s feedback to promote agreement and collaboration with internal partners
- Write and provide team member feedback during bi-annual review cycles and provide updates to compensation
- Foster a culture that values development. Encourage career development conversations in 1:1s, and find opportunities for your Associates/Advisors to work toward their career goals
- Partner with the Learning & Development team to coordinate training programs
- Help interview, hire and onboard new Associates/Advisors
- Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customers
- Help with the support queues during peak chat and email hours
Who We’re Looking For
- Experience working with performance targets and motivating others to exceed goals in an inclusive team environment
- 2+ years managing remote teams
- Background in written and verbal performance communications and providing feedback
- Experience driving solutions for operational and people management challenges
- Ability to foster team culture and unity directly with teams and wider global customer operations colleagues
- Experience with data analysis and project management
- Must currently live in one of the following states: Connecticut, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Tennessee, Virginia, Wisconsin
Benefits & Perks
- A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with Squarespace funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Retirement benefits with employer match
- Flexible paid time off
- Up to 20 weeks of paid family leave
- Equity plan for all employees
- $100 per month remote Stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 6 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $70,000 – $88,000 USD
The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.
In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.
About Squarespace
Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.
