Senior Product Support Manager

New York City, NY, USA | Squarespace

  • Industry:
    Internet / Online Media
  • Position Type:
    Full-Time
  • Functions:
    Marketing
    Product Development
  • Experience:
    7-10 years
Job Description:
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Squarespace is looking for a Senior Product Support Manager responsible for the support strategy for Squarespace product on the Customer Operations team. The global Product Support team plays a important connection between product development groups and our customers. This requires ensuring product launches run smoothly within the Customer Support department, ensuring product-related knowledge our customers receive from Squarespace support is accurate, thorough, and relevant to them, and ensuring that product gaps or issues are quantified and addressed by our product management team. You are an essential contributor to support strategy around new launches, using your analytical skills and strategic perspective to recommend solutions that will shape our products and enhance user satisfaction and engagement while reducing the overall interactions, ensuring customer success with Squarespace.

The Senior Support Manager will oversee two related tier 3 support teams, Product Support and Technical Product Support. Both teams assist with complex product issues impacting many types of customers spanning the breadth and depth of the entire Squarespace product offering. This role works closely with Product and Engineering to advocate for previously escalated bugs and feature requests impacting customers, and works cross functionally to continuously measure improvement of remaining issues. As well, the Technical Product Support team support our APIs, technical documentation and help to advocate for our Developer Platform.

RESPONSIBILITIES

Your role will be a combination of customer service, people management, program management and strategic planning. You’ll spend your time with the following:

Mentoring our Product Support team members and guiding the well-established team to the next era

Manage daily operations of team members & Senior Team Leads

Suggesting and implementing new strategies and tools to improve customer support as well as make the team more efficient through collaboration with several diverse teams

Partner with Product and Engineering Leads to ensure customer issues are being prioritized and there is a support strategy in place, ensuring streamlined release for our customers

Develop and implement frameworks to ensure our customers maximize the value of Squarespace with a focus on usability and new features that reduce the need for customers to contact support

Support Product Roadmap process by highlighting essential functionality needs across our customer base

Ensure escalated support cases receive prompt and effective solutions by the global Product Support team ensuring a positive experience to all customers

Continue to build and improve KPIs and success metrics that highlight the health and satisfaction of our customer base with the Squarespace platform

QUALIFICATIONS

A problem solver with at least 7 to 10 years experience in customer service and software support, and a minimum of 5 years people management

An influential mentor. You keep a patient and positive attitude, even in the most challenging situations

You are passionate about training, teaching, learning, and development

You can guide a team through organizational strategic changes, new product releases, new customers, and more

You understand detailed technical workflows and can troubleshoot issues

A plus if you have experience in any of the following:

Work in a high growth setting, tech company

Work with and managing a global workforce

Experience working with APIs, JavaScript, HTML, CSS, and SQL or other relevant query language

Experience building KPIs and success metrics