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    Team Lead, Customer Support - Houston, United States - Boundlessfellows

    Boundlessfellows
    Boundlessfellows Houston, United States

    3 weeks ago

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    Description
    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 experiencefrom 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 strategyall 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 ToCreate a positive team culture.

    Manage your team's adherence to company policies, performance expectations and support metricsStay current on Squarespace product developments and policies and communicate with your team to support them through frequent changesKeep 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 partnersWrite and provide team member feedback during bi-annual review cycles and provide updates to compensationFoster a culture that values development.

    Encourage career development conversations in 1:1s, and find opportunities for your Associates/Advisors to work toward their career goalsPartner with the Learning & Development team to coordinate training programsHelp interview, hire and onboard new Associates/AdvisorsHandle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customersHelp with the support queues during peak chat and email hoursWho We're Looking ForExperience working with performance targets (KPIs) and motivating others to reach and exceed goals in an inclusive team environmentBackground in written and verbal performance communications and providing feedbackExperience driving solutions for operational and people management challengesAbility to foster team culture and unity directly with teams and wider global customer operations colleaguesExperience with data analysis and/or project managementKeen ability to manage change and ambiguity, especially with an ever-changing product suiteBenefitsA choice between medical plans with an option for 100% covered premiumsHealth Savings Account with Squarespace fundingFertility and adoption benefitsSupplemental Insurance plansHeadspace mindfulness app subscriptionRetirement benefits with employer matchFlexible paid time offUp to 20 weeks of paid family leaveEquity plan for all employeesAccess to supplemental insurance plans for additional coverageEducation reimbursementEmployee donation match to community organizations6 Global Employee Resource Groups (ERGs)

    Cash Compensation Range:
    $70,000 $88,000 USDThe 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 SquarespaceSquarespace (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 .Our CommitmentToday, 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.

    Thank you in advance for providing the following details about your work history from your resume This helps us ensure that your candidate information is accurate and consistent during the hiring process.

    #J-18808-Ljbffr
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