Team Lead, Customer Support (Remote)

Squarespace; United States; Remote; USD 70,000 - 88,000; Full time

Job summary

Squarespace is seeking a Customer Support Lead to manage a team of Customer Support Associates. This role involves overseeing daily operations, fostering team culture, and driving customer satisfaction. The position is remote, available in several approved US locations, and offers a competitive salary and benefits.

Benefits

Medical plans with 100% covered premiums

Health Savings Account with funding

Fertility and adoption benefits

Flexible paid time off

20 weeks parental leave

$100 per month remote stipend

Education reimbursement

Qualifications

• 2+ years managing remote teams.
• Experience with performance targets.
• Background in written and verbal performance communications.

Responsibilities

• Manage a squad of Customer Support Associates.
• Oversee daily responsibilities and ensure tools for success.
• Handle sensitive case escalations.

Skills

Team Management

Performance Communication

Data Analysis

Project Management

Job description

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Squarespace is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a squad of Customer Support Associates/Advisors who provide customer advocacy.

As a Customer Support Lead, you will oversee the team's daily responsibilities to ensure they have the tools and support to help exceed our Support goals. You will partner with peers and senior leadership to improve our support channels across email and live chat and help influence the broader department strategy—all the while strengthening team culture, driving customer happiness and promoting employee development and success.

You will report to our Director of Customer Support and work remotely in an approved US Location. Those approved locations include: Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maine, Michigan, Mississippi, Missouri, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin.

You'll Get To…

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

Who We're Looking For

• Experience working with performance targets and motivating others to exceed goals in an inclusive team environment
• 2+ years managing remote teams
• Background in written and verbal performance communications and providing feedback
• Experience driving solutions for operational and people management challenges
• Ability to foster team culture and unity directly with teams and wider global customer operations colleagues
• Experience with data analysis and project management
• Currently and permanently live within: Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maine, Michigan, Mississippi, Missouri, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin.
  
  

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 8 Global Employee Resource Groups (ERGs)
  
  

Cash Compensation Range: $70,000 - 88,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.squarespace.com/about/careers.

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.

Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.

Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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