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

Team Lead, Customer Support

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Squarespace is looking for a Customer Support Team Lead to lead a Support team of Advisors ensuring they have the tools to assist our customers in navigating our products while providing customers with an exceptional Squarespace experience. You will oversee the team’s daily responsibilities, including live chat and email support and ensure that your team is exceeding expectations when it comes to our agreed performance targets (pace, quality)

As a Customer Support Team Lead, you will communicate with the Senior Leadership team to understand and help influence the broader department strategy. You will also collaborate with your peers and communicate with partners on local or department-wide efficiency projects to increase efficiencies for customers and the business. 

You will report to our Customer Operations Manager and be based in the New York office.

RESPONSIBILITIES

  • Create a positive team culture. Manage your team’s adherence to company policies, performance expectations, and support metrics
  • Stay current on Squarespace’s product developments and policies, and communicate with your team to support them through frequent changes
  • Keep the team informed about the department and our goals. Help contextualize new programs to increase engagement and support. Surface the team’s feedback to promote agreement and collaboration with internal partners 
  • Write and provide team member feedback during bi-annual review cycles
  • Foster a culture that values development. Encourage career development conversations in 1:1s, and find opportunities for your Advisors to work toward their career goals
  • Partner with the Learning & Development team to coordinate training programs
  • Help interview, hire, and onboard new Advisors
  • Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help frustrated customers
  • Help with the support queues during peak chat and email hours as needed

QUALIFICATIONS

  • 2+ years of people management experience in a customer service environment
  • Experience working with performance targets and motivating team members to exceed goals
  • Background in writing and providing feedback 
  • Experience finding solutions for operational and people management challenges

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 1,000 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
  • Up to 18 weeks of parental leave
  • Equity plan
  • 401(k) plan with employer match
  • Free lunch and snacks
  • Dog-friendly workplace in New York office
  • Gender Affirmation Surgery
  • Education reimbursement


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.

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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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