Team Manager, Product Support full_time

The Product Support team is looking for a Manager who can mentor a group of Product Support Leads (PSLs) to find creative solutions to roadblocks while ensuring the successful delivery of product launches. Their focus will be on our PSLs who oversee Domains, Email (Google Workspace), Billing and Accounts, but will include the management of PSLs covering additional product areas as well. You have a holistic understanding of our product offerings in order to collaborate on Customer Operations programs across the organization.

Our Product Support Managers oversee project managing the customer support strategy for product launches within Customer Operations, making them an important part of successful product delivery at Squarespace.

You will report to the Senior Director of Product Support and be based either in-office in New York or remotely in an approved state.

• 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.

• 3+ years of people management experience, exhibiting leadership that inspires the team
• 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
• 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
• You enjoy knowledge sharing, team collaboration, teaching and learning from others
• You proactively identify opportunities for improvement and initiate steps to problem solve

• 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)

The base salary for this position will vary based on job-related criteria including relevant skills, 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), Squarespace employees are eligible to be granted an option to purchase our common stock.

Squarespace 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 and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.squarespace.com/about/careers.

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 customers, but we also work toward 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.

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