Customer Care Manager - Tier 2 Support (NYC)
Squarespace - New York, NY

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Squarespace prides itself on delivering exceptional customer experiences. In fact, we've been recognized by the Stevie Awards as one of the best customer service teams in the country. Our team is doubling in size annually and we need outgoing, caring, and talented leadership to take us to the next level. The ideal manager is has experience managing a diverse team, is data-driven, is comfortable interfacing with software engineering teams, has a sharp eye for detail, and is brand focused. If you are a team player, great communicator, and creative problem solver who is dedicated to delivering world-class customer experiences, we want to meet you! This position reports to the VP, Customer Care.

Responsibilities

Manage our Tier 2 customer care teams including escalations, billing, QA, templates, and mobile

Build and maintain systems and workflow for escalations

Establish processes that support company and departmental standards and strategies

Responsible for hiring and staffing, driving team performance, and leading training and professional development

Drive ongoing process improvement throughout the customer care team with a particular focus on data-driven decision making

Work cross-functionally with the business intelligence, engineering, and product teams to drive improvements to the entire customer experience

Prepare insight-driven presentations for weekly team meeting, and facilitate team member’s presentations

Monitor queues and work with team leads to ensure quality and speed in responses as well as appropriate internal follow-up on bugs and backlog items

Requirements

6-10 years of work experience including both customer facing roles and experience managing a diverse team of 25 or more people; Retail, hospitality, ecommerce, or SaaS experience strongly preferred

Minimum 2 years experience in software related tier 2 customer support

Taste, a sense of humor, and a winning personality

Passion for creativity and technology

Demonstrated expertise developing and using metrics to drive process and quality

Experience developing, mentoring, and coaching individuals and teams

Comfortable working across disciplines to have a whole-business approach to customer care

Exceptional written and oral communication skills

Experience running projects from concept through delivery to finish at the highest quality level

Passion for Squarespace and our products

Ability to channel your inner spirit animal

About Squarespace

Squarespace's mission is to provide creative tools that help anyone give a voice to their ideas. From the designers and engineers who are creating the next generation of web and mobile experiences, to anyone putting a website together for the first time, Squarespace provides elegant solutions that set new standards for online publishing.

Squarespace is defined by our insistence on providing an unparalleled user experience. By focusing our efforts on the fusion of design and engineering, we strive to create long-lasting products that delight and surprise our customers. All of our team members are charged with bringing creativity, honesty, and intellectual rigor to their responsibilities in a never-ending quest to delight our customers. We have high expectations of each other and work as a team to build things we are all proud of. That mindset, along with our execution, has allowed Squarespace to create revolutionary products and grow into the stable business it is today.

Learn more at http://squarespace.com/about

Squarespace - 14 months ago - save job - block
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Squarespace's mission is to provide creative tools that power the future of the web. From designers creating the next generation of web and...