About the position
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.
Responsibilities
- 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
Requirements
- 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
- 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)
