Zendesk Administrator

| Greater NYC Area

Squarespace is looking for a Zendesk Administrator to be responsible for maintaining, improving, and ensuring proper function of our Support Tools. In this role, you will also implement sustainable, scalable solutions to problems that the Customer Operations team encounters. Through this, you will promote efficiency both internally and externally, and add value to how we support customers at Squarespace. This job is open to applicants in New York City or Portland and you will report to the Support Systems Program Manager within Customer Operations.

RESPONSIBILITIES

  • Support Customer Operations tools, specifically Zendesk, through:
    • Implementation (new features, apps)
    • Ongoing maintenance (system configuration, user provisioning)
    • Troubleshooting issues
  • Improve and maintain customer-facing support interfaces, such as the Help Center, contact channels, and ticketing/live chat systems
  • Triage and take ownership of issues that come in through Service Desk, managing, prioritizing and assigning them when necessary to ensure timely resolution of all issues
  • Communicate status updates through Jira on a regular basis, ensuring all stakeholders have the information they require when necessary
  • Collaborate with other departments to ensure proper functionality of cross dependent tools
  • Communicate with third-party vendors to resolve issues that cannot be resolved internally

QUALIFICATIONS

  • 2+ years experience as an Administrator with Zendesk (Support, Chat, Talk) and Help Desk experience working with Customer Support teams
  • Experience troubleshooting online software (SaaS)
  • Experience in a technical field with sprint project and task management, methodologies and frameworks, and creating technical documentation
  • Demonstrated ownership and a proven track record of owning a project’s success, proactively escalating where needed
  • Strong knowledge and experience with RESTful API
  • A strong working knowledge of software development best practices, including shared repository management using Git or an equivalent version-control tool
  • Effective communication across a variety of channels in a fast growing environment
  • Ability to understand and gauge impact for complex dependencies across multiple apps and workflows across an organization
  • Experience with front-end development languages (HTML, CSS, JavaScript) is a plus

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 800 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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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • HadoopFrameworks
    • SparkFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • KafkaDatabases
    • PrestoDatabases

Location

Squarespace is headquartered in the West Village of Manhattan, within walking distance from the 1, A, C, E, B, D, F, and M trains.

An Insider's view of Squarespace

What are some social events your company does?

In the past we've had trivia nights, talent shows, and video game tournaments. My background is actually in theatre, so amazingly had the opportunity of taking to the microphone and hosting some of the events here.

Jose Paz

Community Manager

What kinds of technical challenges do you and your team face?

Our team’s mission is to configure, integrate, automate, and report on all HR systems. This means we are constantly trying to do things no one has ever done before. Some of the challenges we regularly encounter are hacking together system integrations, implementing controls to ensure data integrity, and manual task automation for our users.

Paul

People Tech Manager

How has your career grown since starting at the company?

As the Data Engineering team has grown, I've become a team lead and learning lots of new technologies, such as Postgres and Airflow.

Polina

Senior Software Engineer

What are some social events your company does?

The company holiday party is a pretty big social event. Each location has one and I’ve crashed three of the four parties in Ireland as well. At this point, if I don’t go to the Dublin holiday party, I might get messages asking if I’m okay.

Vishal

Team Lead, Product Support

What are Squarespace Perks + Benefits

Squarespace Benefits Overview

We take care of our employees in more ways than one. We offer competitive medical, dental, and vision for our employees and their dependents. We also offer up to 18 weeks of paid parental leave, daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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