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

Team Lead, Insights and Data Analytics - Customer Operations (Remote)

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Squarespace is seeking a team lead to join the Customer Operations Insights & Analytics Team and help drive the analytics and reporting agenda that inform strategic decision making and performance tracking. In this role, you will inherit a small team of analysts and you’ll help set the strategic vision, identify and prioritize key strategic questions, and own the relationship with external and internal partners. 

A successful candidate would be independent, able to tackle complex challenges across a variety of teams and drive impact across the Customer Operations organization. You’ll  lead your team to tackle all analytical problems related to Squarespace's Customer Operations efforts, from support quality to Help Center Product page  to volume forecast  to internal reporting. You’ll work closely with teams across Customer Operations (i.e. Customer Support, the Quality Team, Workforce Solutions) and the company (i.e. Data Science, Product, FP&A) to uncover growth opportunities and help shape support strategy and actionable insights. 

This role reports into the Head of Customer Operations Analytics.

RESPONSIBILITIES

  • Lead, coach, and provide regular feedback to your team
  • Partner across functions and lead team to report on performance, generate actionable insights, and design analytical approach for new challenges
  • Democratize data access and develop visualizations that empower business users to better understand and act on data and key metrics
  • Translate broad questions to a strategic data agenda and craft data storied to enhance the effectiveness and efficiency of the Customer Operations organization
  • Make code and documentation contributions and lead the technical growth of the team
  • Partner with Data Science and Data Engineering to build infrastructure that supports analytical rigor and to develop models and tools that drive business impact
  • Serve as internal subject expert on industry best practices and emerging technology & trends such as analytical tools and customer support measurement
  • Lead a team of analysts through their day-to-day responsibilities and ensure their career growth

QUALIFICATIONS

  • You have a bachelor's degree, ideally in a quantitative discipline
  • 5-7 years of experience in analytics function with at least 1 year of managing or mentoring experience
  • Demonstrated success driving business strategy by empowering decision makers with data, developing frameworks, surfacing insights, and driving learning agendas
  • Mastery of SQL and experience working with databases (dimensional and relational); Python knowledge a plus
  • Deep understanding of data visualization best practices, including direct experience with BI tools, preferably Looker
  • Excellent communication skills and ability to build solid relationships with individuals at all levels, in multiple geographies and business functions
  • Strong project and process management skills with proven ability to deliver against expected milestones
  • Experience managing and developing talent

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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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

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