Manager, Workforce Management
Squarespace is dedicated to creating an unparalleled user experience. Our Customer Operations team runs 24/7 with more than 300 people between New York, Dublin and Portland. We are seeking a strategic and motivational leader to lead our Support Operations team, and help continually scale our wider Customer Operations department.
The Support Operations team ensures our Customer Operations department meets its service level agreements with our customers by strategizing, and planning our team coverage to meet our fluctuating customer demand. The team balances the needs of the business, customers and employees to maximize service and quality, with employee experience.
Our ideal candidate is data-driven, has a sharp eye for detail, strives for operational excellence, has experience scaling support teams, and specific experience with workforce management tools. We’re looking for an intelligent and engaging leader who cares about the customer experience and the teams providing support just as much as we do.
This role reports into our Vice President of Customer Operations and is based in our New York City office.
RESPONSIBILITIES
- Ensure that customers receive a seamless support experience
- Manage and coach a team of high-performing Support Specialists and Analysts, supporting them and helping to remove roadblocks as needed
- Actively monitor KPIs/metrics and propose actions accordingly
- Help to devise optimal allocation of resources across multiple functions and contribute to broader headcount decisions, considering other time zones and languages
- Collaborate with our senior leadership teams in New York, Portland and Dublin to proactively drive service improvements and manage projects, involving quantitative analysis, industry benchmarks and strategy development
- Partner with our Strategy and Finance teams on forecasting volume, data and headcount needs
- Work with direct reports to find learnings from real life situations to set and improve metric-based goals; advocate for product and tooling improvements that support the team’s strategy and the needs of the customer
- Communicate the overall strategy and initiatives to the wider Customer Operations team
QUALIFICATIONS
- Minimum of 3 years experience managing a customer support operation, preferably in a similar workforce management role
- Experience with forecasting and staffing with an understanding of relevant labor laws
- Proven ability in mentoring and developing people
- Demonstrated expertise using metrics to drive process and quality, and developing relevant dashboards for monitoring and management
- Experience leading a project from concept through to completion, delivering results on-time and on-budget
- Experience with workforce management tools, ideally utilizing Aspect
- A proven influencer, able to gain support where necessary and engage remotely
- Clear customer focus, solution driven, and adaptable to rapidly changing priorities
- High degree of self-motivation and ability to work on own initiative
- Excellent written and oral communication skills with an unyielding attention to detail
- Desire to keep up to date with industry trends in customer support
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 700 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.
PERKS
- Health insurance with 100% premium covered
- Flexible vacation & paid time off
- Equity plan
- 401(k) plan with employer match
- Free lunch and snacks
- Dog-friendly workplace
- And more
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, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.