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Team Lead Customer Support
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Crimson Ventures Lowden, United StatesIn this role, you will be responsible for the strategic architecture and design of the central GLS IT Germany system landscape (across all architecture levels - enterprise architecture, business architecture, application architecture, and infrastructure architecture). You will le ...
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Customer Support Associate
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Cordant Group Carrington, United StatesFrench and Spanish Speaking Customer Support Advisor · * Carrington, Greater Manchester · * Up to £ per annum · * Posted May 2, 2024 · Job Title: · French and Spanish Speaking Customer Support Advisor · Salary: · Up to 25,000 per annum + potential bonus · Hours: · 40 hours per we ...
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Customer Technical Support
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Customer Site Warehouse Support
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Engineer - WLAN Firmware/Platform stability
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Senior Excess Casualty Underwriter
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Technical Consultant
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Senior Sales Manager
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Senior Product Manager
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National Accounts Casualty Underwriter
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Sales Executive
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Program Coordinator
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Team Lead Customer Support - Oregon, United States - Boundlessfellows
Description
Note:
Must be based in New South Wales, Australia
Squarespace is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a team of Customer Support Advisors/Associates who provide front-line customer advocacy.
At Squarespace, we're dedicated to providing our customers with an exceptional experience—from 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 strategy—all the while strengthening team culture, driving customer happiness, and promoting employee development and success.
This is a full-time remote role based in Sydney, Australia. You will report into a Customer Operations Manager based in Portland, Oregon.You'll Get To...
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
Keep the team informed about the department and our goals. Help contextualize new programs to increase engagement and support. Surface the team's feedback to promote agreement and collaboration with internal partners
Write and provide team member feedback during bi-annual review cycles and deliver updates to compensation
Foster a culture that values development. Encourage career development conversations in 1:1s, and find opportunities for your Advisors to work toward their career goals
Partner with the Learning & Development team to coordinate training programs
Help interview, hire, and onboard new Advisors
Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help frustrated customers
Help with the support queues during peak chat and email hours
Who We're Looking For
At least 2+ years experience directly managing customer support teams of 5+ individual contributors including experience interviewing and hiring
Experience working with performance targets and motivating team members to exceed goals in an inclusive team environment
Background in written and verbal performance communications and providing feedback through regular 1:1 meetings with direct reports
Experience driving solutions for operational and people management challenges
Promote team culture and unity on both their direct teams and the wider global Customer Operations team
Experience with data analysis and project management
Adaptivity to an evolving product suite
Experience with change management
Familiarity with Australian employment/labor laws
Benefits & Perks
Fertility and adoption benefits
Headspace mindfulness app subscription
Flexible paid time off
All statutory leaves, as required
Equity plan for all employees
Education reimbursements
6 Global Employee Resource Groups (ERGs)
About Squarespace
Squarespace (
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 1,700 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 about our company culture, visit.
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.
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.
