Team Lead, Customer Support

Summary

Join Squarespace's award-winning Customer Operations department as a Team Lead! Manage a squad of Customer Support Associates, ensuring they have the resources to exceed support goals. Partner with peers and leadership to enhance support channels and influence department strategy. Foster a positive team culture, drive customer happiness, and promote employee development. This remote role requires 2+ years managing remote teams and experience in performance management. Approved US locations are listed in the job description.

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

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

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
• 6 Global Employee Resource Groups (ERGs)