Squarespace
The world’s most talented engineers, designers, and thought leaders are shaping the future of online publishing.
New York, NY
Remote

Team Lead, Internal Content

Sorry, this job was removed at 6:29 a.m. (EST) on Thursday, February 11, 2021
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Squarespace Customer Operations is looking for a Team Lead to manage a small team of technical writers and oversee knowledge management, documentation, and communications for the department. At the forefront of every product, policy, and workflow change, the Internal Content team ensures Advisors and Associates are equipped with organized and trusted information they need to provide award-winning, 24/7 customer support. In this role, you’ll own the development, governance, and continual expansion of our resources.

The ideal candidate is an experienced leader and technical content strategist who is passionate about managing writers and collaborating cross-functionally within a fast-paced technical support organization. You should be comfortable with getting hands-on in content and subject matter while working reactively and proactively on concurrent, loosely defined, and open-ended problems.

This role reports to the Customer Operations Content Manager and can be based in our Portland or New York office or remote [USA, West Coast hours].

At this time, all Squarespace employees are working remotely until June 2021. We are closely monitoring the status of COVID-19 to determine if and when it is safe to return to our offices.

RESPONSIBILITIES

  • Lead a small team of technical writers responsible for internal documentation, newsletters/announcements, and macros (canned responses) for customer support
  • Manage the team’s workload and high volume of incoming requests; lead weekly sprint ceremonies
  • Coach writers through regular 1:1s and editorial reviews of their work
  • Oversee and participate in all phases of content development, including writing, editing, auditing, and improving documentation directly as needed
  • Collaborate with Quality, Training, Product Operations, and Support Team Leads to identify and close gaps in resources
  • Seek innovative solutions to ensure our documentation scales with our growth, and lead the team to implement them
  • Play a lead role in developing the team’s style guide and documentation templates
  • Be a thought partner in developing a best-in-class Advisor and customer experience
  • Evangelize and expand technical writing, knowledge-centered support, and related principles across the department
  • Collaborate with Customer Education leadership to create and maintain a holistic content ecosystem

QUALIFICATIONS

  • 5+ years experience in internal documentation, technical writing, knowledge management, or a related position in a technology company
  • 2+ years’ experience managing or coaching writers, content developers, or other individual contributors, either as a direct manager, project lead, editor, or senior team member
  • Experience owning content strategy for large sets of documentation
  • Strong project/process management and prioritization skills, with experience overseeing agile project sprints
  • Excellent collaboration skills and ability to build relationships with stakeholders in multiple geographies and teams
  • Experience working in Zendesk and Atlassian tools
  • Experience in frontline customer support in a tech environment
  • To be eligible for this role, you will need to live in one of the following states Squarespace is currently operating within: California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Virginia, Washington, or Wisconsin.

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 1,200 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Benefits & Perks

  • Health insurance with 100% premium covered for you and your dependent children
  • Flexible vacation & paid time off
  • Up to 20 weeks of paid family leave
  • Equity plan for all employees
  • Retirement benefits with employer match
  • Fertility and adoption benefits
  • Free lunch and snacks at all offices
  • Education reimbursement
  • Dog-friendly workplace in New York office
  • Commuter benefit in the form of reduced tax (Ireland) and pretax (US)

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.

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Squarespace Perks + Benefits

Squarespace Benefits Overview

Flexible PTO policy for full time employees
20 weeks paid leave to welcome a child through any of the ways to form a family for all genders
Up to 12 weeks paid personal care leave
Up to 20 weeks paid leave to care for a family member
Bereavement leave for loss of a loved one
$20,000 benefit for fertility planning & treatment, adoption & surrogacy
Unlimited free virtual family planning visits with OB/GYNs, doulas & midwives
Subsidized backup care for family, infant, child, adult, or elder dependents
Employee Assistance Plan (EAP) to support child care & parenting, helping aging parents & more
Virtual counseling sessions with licensed therapists fully covered with HealthJoy
100% paid Headspace app subscriptions
Access to mental healthcare apps, Talkspace & Ginger
100% paid premiums on health benefits for you, your dependent children & domestic partner
$5,000 tuition reimbursement per year
2 complimentary Squarespace sites & subscription to Unfold

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Squarespace offers virtual counseling sessions with licensed therapists fully covered with HealthJoy. 100% paid Headspace app subscriptions and access to mental healthcare apps, Talkspace & Ginger.
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
All employees have full access to LinkedIn Learning.
Online course subscriptions available

More Jobs at Squarespace

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about SquarespaceFind similar jobs like this