Team Manager, Product Support

Summary

Join Squarespace's Product Support team as a Manager, mentoring Product Support Leads (PSLs) to overcome challenges and ensure successful product launches. You'll oversee PSLs across various domains, collaborate on Customer Operations programs, and manage the customer support strategy for product launches. Reporting to the Senior Director of Product Support, this role can be based in-office or remotely in Ireland. Responsibilities include overseeing PSL activities, leading team meetings, working with leadership to prioritize strategy, partnering with other departments for efficient processes, reporting on team performance, managing hiring, and coaching direct reports. Squarespace offers a comprehensive benefits package.

Requirements

• 5+ years of people management experience, exhibiting leadership that inspires the team
• Experience in running programs, implementing iterative workflow improvements and project management, especially using Jira
• Comfortable with navigating and overseeing change management as needed
• Experience analyzing customer support volume while exhibiting a general understanding of data analysis
• Not afraid to step in and directly support your team with a hands on approach

Responsibilities

• Oversee a subset of the global PSL group to ensure Product Support strategies are consistent across the organization
• Oversee the daily activities of the Product Support Leads, including monitoring product launches, customer reported bugs and ensuring customer pain points are surfaced with relevant Product and Engineering leaders within targeted timelines
• Lead global team meetings on a monthly basis to ensure the team stays aligned and that the team is informed of department and company projects
• Work with Customer Operations leadership to evaluate impact, plan, and prioritize our product support strategy
• Partner with Product, Engineering and Design leadership to ensure our processes for managing product launches and reporting customer pain points and bugs are efficient and foster a feedback loop between the different departments
• Report on team performance, ensuring team members are productive, participate in annual headcount planning, and manage the hiring and onboarding process end to end
• Coach their direct reports' performance and assist in their team's career development

Preferred Qualifications

• Familiarity with domains, website hosting, and related internet infrastructure is a strong advantage
• Comfortable building relationships with Product, Engineering and Design leadership
• A skilled communicator with the ability to explain technical issues both internally to colleagues and externally to customers as needed
• You enjoy knowledge sharing, team collaboration, teaching and learning from others
• You proactively identify opportunities for improvement and initiate steps to problem solve

Benefits

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Pension benefits with employer match
• Flexible paid time off
• Up to 20 weeks of full pay for birth parent and non-birth parent leave
• 20 weeks of pay to care for an ill family member
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral