Team Lead, Internal Content

| Remote
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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.

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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • KafkaDatabases
    • PrestoDatabases

Location

Squarespace is headquartered in the West Village of Manhattan, within walking distance from the 1, A, C, E, B, D, F, and M trains.

An Insider's view of Squarespace

What does your typical day look like?

My days are usually split between weekly one-on-ones with my team and pockets of time where I can focus on what I need to get done for the week. The dedicated time to speak one on one with my team is the best place for me to hear about their wins, understand and coach them through their challenges, and help them move forward.

Trish

Technical Program Manager

How has your career grown since starting at the company?

I first stepped into Squarespace as an intern, and it’s been a crash course in all things advertising and design since then. I’ve worked on some cool projects, from developing a microsite built to celebrate our awesome customers called Makers & Dreamers to creating content for our product that tons of users will come across.

Gina

Art Director

What is your vision for the company?

My role is to lead the creation of a shared vision, strategy, and plan toward the development of a learning culture at Squarespace. We envision Squarespace becoming a place where people come to not just do their career’s best work, but also as a place where they learn and grow in unimaginable ways.

Jason

Director of Learning & Development

What does your typical day look like?

I’ve been measuring my time in weeks since I can’t make much progress in a single day. I am responsible for guiding my team in the right direction and am accountable for delivering high-quality projects on time. Monday is a meeting-free day. I use it to plan my week, focus on long-term planning, dig into problems and work on important tasks.

Aldo

Engineering Manager

What are Squarespace Perks + Benefits

Squarespace Benefits Overview

We take care of our employees in more ways than one. We offer competitive medical, dental, and vision for our employees and their dependents. We also offer up to 20 weeks of paid family leave (includes parental), daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
All employees have full access to LinkedIn Learning.
Online course subscriptions available
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