Team Lead, Customer Support

Squarespace is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a squad of Hawaii-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 Hawaii.

You'll Get To…

• 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
• Help with the support queues during peak chat and email hours
• Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customers
• Create a positive team culture. Manage your team's adherence to company policies, performance expectations and support metrics
• Write and provide team member feedback during bi-annual review cycles and provide updates to compensation
• Help interview, hire and onboard new Associates/Advisors
• Partner with the Learning & Development team to coordinate training programs
• 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

Who We're Looking For

• Experience working with performance targets and motivating others to exceed goals in an inclusive team environment
• Ability to foster team culture and unity directly with teams and wider global customer operations colleagues
• 2+ years managing remote teams
• Experience with data analysis and project management
• Background in written and verbal performance communications and providing feedback
• Experience driving solutions for operational and people management challenges

Benefits

• Equity plan for all employees
• Up to 20 weeks of paid family leave
• Access to supplemental insurance plans for additional coverage
• Fertility and adoption benefits
• 6 Global Employee Resource Groups (ERGs)
• A choice between medical plans with an option for 100% covered premiums
• Flexible paid time off
• Retirement benefits with employer match
• Health Savings Account with Squarespace funding
• Employee donation match to community organizations
• Education reimbursement
• Supplemental Insurance plans
• Headspace mindfulness app subscription

Cash Compensation Range: $70,000 - $88,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, qualifications, 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 products range from websites, domains, ecommerce, and marketing tools, and tools for scheduling with Acuity, creating social media presence with Bio Sites and Unfold, and hospitality business management through Tock. Our team of more than 1,400 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information, visit www.squarespace.com.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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