Squarespace Ireland is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a squad of Customer Support Agents 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.
You will report to our Customer Support Manager and will be based in our Dublin Office (Hybrid or Remote).
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.
Help contextualize new company and department programs to increase engagement and support. Represent the team's feedback to promote agreement and collaboration with internal partners.
Write and provide team member feedback during bi-annual review cycles and provide updates to compensation.
Foster a culture that values development. Encourage career development conversations in 1:1s, and find opportunities for your Associates/Advisors to work toward their career goals.
Partner with the Learning & Development team to coordinate training programs.
Help interview, hire and onboard new Associates/Advisors.
Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customers.
Help with the support queues during peak chat and email hours.
Help design and elevate our service for non-English speaking customers, ensuring that they receive exceptional support tailored to their language needs.
Who We're Looking For Experience working with performance targets and motivating others to exceed goals in an inclusive team environment.
2+ years managing remote teams.
Background in written and verbal performance communications and providing feedback.
Experience driving solutions for operational and people management challenges.
Ability to foster team culture and unity directly with teams and wider global customer operations colleagues.
Experience with data analysis and project management.
Experience in international customer support is highly desirable.
Preference will be given to candidates who are fluent in an European language.
Benefits & Perks Health insurance with 100% covered premiums for you and your dependent children.
Fertility and adoption benefits.
Headspace mindfulness app subscription.
Retirement benefits with employer match.
Flexible paid time off.
Up to 20 weeks of paid family leave.
Equity plan for all employees.
Commuter benefit in the form of reduced tax.
Education reimbursement.
Employee donation match to community organizations.
6 Global Employee Resource Groups (ERGs).
Free lunch and snacks.
Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral.
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 www.squarespace.com/about/careers .
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.
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