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Senior Manager, Product Support

| Greater NYC Area

Squarespace is looking for a Senior Product Support Manager responsible for the support strategy for Squarespace product on the Customer Operations team. The global Product Support team plays a important connection between product development groups and our customers. This requires ensuring product launches run smoothly within the Customer Support department, ensuring product-related knowledge our customers receive from Squarespace support is accurate, thorough, and relevant to them, and ensuring that product gaps or issues are quantified and addressed by our product management team. You are an essential contributor to support strategy around new launches, using your analytical skills and strategic perspective to recommend solutions that will shape our products and enhance user satisfaction and engagement while reducing the overall interactions, ensuring customer success with Squarespace.

The Senior Support Manager will oversee two related tier 3 support teams, Product Support and Technical Product Support. Both teams assist with complex product issues impacting many types of customers spanning the breadth and depth of the entire Squarespace product offering. This role works closely with Product and Engineering to advocate for previously escalated bugs and feature requests impacting customers, and works cross functionally to continuously measure improvement of remaining issues. As well, the Technical Product Support team support our APIs, technical documentation and help to advocate for our Developer Platform.

RESPONSIBILITIES

Your role will be a combination of customer service, people management, program management and strategic planning. You’ll spend your time with the following:

  • Mentoring our Product Support team members and guiding the well-established team to the next era
  • Manage daily operations of team members & Senior Team Leads
  • Suggesting and implementing new strategies and tools to improve customer support as well as make the team more efficient through collaboration with several diverse teams
  • Partner with Product and Engineering Leads to ensure customer issues are being prioritized and there is a support strategy in place, ensuring streamlined release for our customers
  • Develop and implement frameworks to ensure our customers maximize the value of Squarespace with a focus on usability and new features that reduce the need for customers to contact support
  • Support Product Roadmap process by highlighting essential functionality needs across our customer base
  • Ensure escalated support cases receive prompt and effective solutions by the global Product Support team ensuring a positive experience to all customers
  • Continue to build and improve KPIs and success metrics that highlight the health and satisfaction of our customer base with the Squarespace platform

QUALIFICATIONS

  • A problem solver with at least 7 to 10 years experience in customer service and software support, and a minimum of 5 years people management
  • An influential mentor. You keep a patient and positive attitude, even in the most challenging situations
  • You are passionate about training, teaching, learning, and development
  • You can guide a team through organizational strategic changes, new product releases, new customers, and more
  • You understand detailed technical workflows and can troubleshoot issues
  • A plus if you have experience in any of the following:
    • Work in a high growth setting, tech company
    • Work with and managing a global workforce
    • Experience working with APIs, JavaScript, HTML, CSS, and SQL or other relevant query language
    • Experience building KPIs and success metrics

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 850 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
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • 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.

Culture
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
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
Cross functional training encouraged
Online course subscriptions available
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