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 & 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 & be based either in-office or remotely in Ireland. 

Youll Get To  

• 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 & ensuring customer pain points are surfaced with relevant Product & Engineering leaders within targeted timelines
• Lead global team meetings on a monthly basis to ensure the team stays aligned & that the team is informed of department & company projects
• Work with Customer Operations leadership to evaluate impact, plan, & prioritize our product support strategy
• Partner with Product, Engineering & Design leadership to ensure our processes for managing product launches & reporting customer pain points & bugs are efficient & foster a feedback loop between the different departments
• Report on team performance, ensuring team members are productive, participate in annual headcount planning, & manage the hiring & onboarding process end to end
• Coach their direct reports' performance & assist in their team's career development.

Who Were Looking For

• 5+ years of people management experience, exhibiting leadership that inspires the team 
• Familiarity with domains, website hosting, & related internet infrastructure is a strong advantage
• Comfortable building relationships with Product, Engineering & Design leadership
• A skilled communicator with the ability to explain technical issues both internally to colleagues & externally to customers as needed
• Experience in running programs, implementing iterative workflow improvements & project management, especially using Jira
• Comfortable with navigating & overseeing change management as needed
• Experience analyzing customer support volume while exhibiting a general understanding of data analysis
• Not afraid to step in & directly support your team with a hands on approach
• You enjoy knowledge sharing, team collaboration, teaching & learning from others
• You proactively identify opportunities for improvement & initiate steps to problem solve

Benefits & Perks

• Health insurance with 100% covered premiums for you & your dependent children
• Fertility & adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Pension benefits with employer match
• Flexible paid time off
• Up to 20 weeks of full pay for birth parent & non-birth parent leave
• 20 weeks of pay to care for an ill family member 
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Close proximity to cultural landmarks such as Dublin Castle & St. Patrick's Cathedral

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands & businesses online. We empower millions of customers in more than 200 countries & territories with all the tools they need to create an online presence, build an audience, monetize, & scale their business. Our suite of products range from websites, domains, ecommerce, & marketing tools, as well as tools for scheduling with Acuity & creating & managing social media presence with Bio Sites & Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, & coworking spaces in the UK, Netherlands, & Australia. For more information about our company culture, visit https://www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives & experiences with the world. Not only do we embrace & 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.