The Gig

Our Global Product Operations team is in search of a Team Lead to manage a team of Product Specialists; ensuring they have the tools to effectively assist the Customer Support Team in navigating complex product issues. You'll build and develop a high-performing team and foster a positive and proactive work environment. You will ensure that your team is providing an optimum customer experience and that the Product Support queue is meeting service level agreements.

You may choose to work in one of the Squarespace offices, flex or fully remote, and will report to the Manager of Product Support.

You’ll Get To…  

• Lead, coach and performance manage a team of Product Specialists 
• Keep the team up-to-date on department updates. This includes explaining business reasons that drive new initiatives so team members understand the context of what's happening across the company and why
• Oversee the daily activities of the team, including support in Product Support queues, and cross-functional activities such as training, projects and product launch support
• Stay current on Squarespace product developments to accurately review your teams escalation quality, and coach your team
• Handle customer escalations as needed
• Engage team members in long-term career development conversations
• Influence the broader strategy for the department with cross-functional collaboration
• Lead projects and partner with peers on local or departmental initiatives
• Optimize team processes and performance for the benefit of your team, customers and the business

Who We’re Looking For

• 1+ years of people management experience, ideally managing a technical team
• Experience overseeing and delivering on departmental initiatives
• Project Management Skills - Agile Methodology / Scrum Knowledge would be a plus
• Experience in data analysis
• Interpersonal and communication skills, both written and verbal
• Innovative mindset, with the ability to find solutions for operational and people management challenges

Benefits & Perks

• Health insurance with 100% premium covered for you and your dependent children
• Fertility and adoption benefits
• Retirement benefits with employer match
• Flexible vacation & paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• Pretax commuter benefits
• Education reimbursement
• Employee donation match to community organizations
• 7 Employee Resource Groups across locations 
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop

About Squarespace

Squarespace is a leading all-in-one website building and ecommerce platform that enables millions to build a brand and transact with their customers in an impactful and beautiful online presence. Our suite of products enables anyone at any stage of their journey to manage their projects and businesses through websites, domains, ecommerce, marketing tools, and scheduling, along with tools for managing a social media presence with Unfold and hospitality business management via Tock. Squarespace democratizes access to best-in-class design, helping our customers in approximately 200 countries and territories maintain consistent branding across all digital touchpoints to stand out online. Our team of more than 1,400 is headquartered in downtown New York City, with offices in Dublin, Ireland, Portland, Oregon, Los Angeles, California and Chicago, Illinois. For more information, visit www.squarespace.com. 

Our Commitment 

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, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.