Team Lead, Customer Support (Remote, Hawaii)

Squarespace is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage and mentor a squad of Hawaii-based Customer Support Associates/Advisors who provide front-line customer advocacy. At Squarespace, we're dedicated to providing our customers with an exceptional experience—from individuals and local artists to entrepreneurs shaping the world's most iconic businesses —to navigate our products so they can share their stories and create an impactful, stylish and easy-to-manage online presence.

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 Senior Manager, Customer Support and must be based remotely in Hawaii.

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
• Keep the team informed about the company and department goals. Help contextualize new 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 (KPIs) and motivating others to reach and exceed goals in an inclusive team environment
• 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/or project management
• Keen ability to manage change and ambiguity, especially with an ever-changing product suite

Benefits

• Medical, dental, vision plan bundle with 100% covered premiums
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $65,000 - $110,500 USD

The base salary for this position will vary based on job-related criteria including relevant skills, qualifications, 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), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) 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, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,400 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information, visit www.squarespace.com.

Our Commitment

Today, more than a