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

Product Support Team Lead

Sorry, this job was removed at 6:57 a.m. (EST) on Thursday, November 11, 2021
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The Gig

Our Global Product Operations team is in search of a Team Lead to manage a team of Product Specialists; ensuring they have the tools to effectively assist the Customer Support Team in navigating complex product issues. You'll build and develop a high-performing team and foster a positive and proactive work environment. You will ensure that your team is providing an optimum customer experience and that the Product Support queue is meeting service level agreements.

You may choose to work in one of the Squarespace offices, flex or fully remote, and will report to the Manager of Product Support.

You’ll Get To…  

  • Lead, coach and performance manage a team of Product Specialists 
  • Keep the team up-to-date on department updates. This includes explaining business reasons that drive new initiatives so team members understand the context of what's happening across the company and why
  • Oversee the daily activities of the team, including support in Product Support queues, and cross-functional activities such as training, projects and product launch support
  • Stay current on Squarespace product developments to accurately review your teams escalation quality, and coach your team
  • Handle customer escalations as needed
  • Engage team members in long-term career development conversations
  • Influence the broader strategy for the department with cross-functional collaboration
  • Lead projects and partner with peers on local or departmental initiatives
  • Optimize team processes and performance for the benefit of your team, customers and the business

Who We’re Looking For

  • 1+ years of people management experience, ideally managing a technical team
  • Experience overseeing and delivering on departmental initiatives
  • Project Management Skills - Agile Methodology / Scrum Knowledge would be a plus
  • Experience in data analysis
  • Interpersonal and communication skills, both written and verbal
  • Innovative mindset, with the ability to find solutions for operational and people management challenges

Benefits & Perks

  • Health insurance with 100% premium covered for you and your dependent children
  • Fertility and adoption benefits
  • Retirement benefits with employer match
  • Flexible vacation & paid time off
  • Up to 20 weeks of paid family leave
  • Equity plan for all employees
  • $100 per month remote Stipend
  • Education reimbursement
  • Employee donation match to community organizations
  • 7 Employee Resource Groups across locations

About Squarespace

Squarespace is a leading all-in-one website building and ecommerce platform that enables millions to build a brand and transact with their customers in an impactful and beautiful online presence. Our suite of products enables anyone at any stage of their journey to manage their projects and businesses through websites, domains, ecommerce, marketing tools, and scheduling, along with tools for managing a social media presence with Unfold and hospitality business management via Tock. Squarespace democratizes access to best-in-class design, helping our customers in approximately 200 countries and territories maintain consistent branding across all digital touchpoints to stand out online. Our team of more than 1,400 is headquartered in downtown New York City, with offices in Dublin, Ireland, Portland, Oregon, Los Angeles, California and Chicago, Illinois. For more information, visit www.squarespace.com

Our 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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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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