Team Lead, Customer Support (Remote)

Squarespace is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a squad of Customer Support Associates/Advisors who provide customer advocacy.

As a Customer Support Lead you will oversee the teams 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 strategyall the while strengthening team culture driving customer happiness and promoting employee development and success.

You will report to our Director of Customer Support and work remotely in an approved US Location. Those approved locations include: Florida Georgia Indiana Iowa Kansas Kentucky Maine Michigan Mississippi Missouri New Hampshire North Carolina Ohio Pennsylvania South Carolina South Dakota Tennessee Texas and Wisconsin.

Youll Get To

• Create a positive team culture. Manage your teams 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 teams 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 Were 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
• Currently and permanently live within: Florida Georgia Indiana Iowa Kansas Kentucky Maine Michigan Mississippi Missouri New Hampshire North Carolina Ohio Pennsylvania South Carolina South Dakota Tennessee Texas and 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
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 8 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $70000 - $88000 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) Squarespace employees are eligible to be granted an option to purchase our common stock.

About Squarespace

Squarespace 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 and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1500 is headquartered in bustling New York City with offices in Dublin Ireland Aveiro Portugal and coworking spaces in the UK Netherlands and Australia. For more information about our company culture visit 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 customer base but we also strive for 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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