Senior Manager, Customer Care (NYC)
Squarespace - New York, NY

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Squarespace is only as good as the service we give our customers, and we pride ourselves on being the best. In fact, we've been recognized as one of the best customer service teams in the country. Our team is doubling in size annually and expanding to multiple locations, and we need outgoing, positive, and talented leadership to take us to the next level. The ideal manager is an all-around talent who is data-driven, has a sharp eye for detail, is brand focused, and has experience managing a diverse team. We want people who are team players, great communicators, and exceptional and creative problem solvers.

RESPONSIBILITIES

Manage our New York City customer care operations including hiring and staffing, monitoring staff performance, and leading training and professional development

Produce all KPI reporting and prepare action items for senior leadership

Work cross-functionally with the business intelligence, marketing, engineering, and product teams to drive improvements to the entire customer experience (includes communications, feature releases, support tool development, etc.)

Drive ongoing process improvement throughout the customer care team, with a particular focus on partnering with business intelligence to ensure data-driven decision making

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

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

Update policies; Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives

REQUIREMENTS

Minimum 2 years experience managing a diverse team of 40 or more people

Minimum 5 years experience in customer-facing roles; retail, ecommerce, or SaaS experience strongly preferred

Minimum 2 years experience in software related customer support

Demonstrated expertise using metrics to drive process and quality, and developing relevant dashboards for monitoring and management

Experience developing, mentoring, and coaching individuals and teams

Comfortable working across disciplines including marketing, business intelligence, engineering, product, and business development to have a whole-business approach to customer care

Excellent written and oral communication skills

Experience leading a project from concept to initiation to finish, delivering results on-time and on-budget

Previous Squarespace or equivalent experience preferred

ABOUT SQUARESPACE

Squarespace's mission is to provide creative tools that power the future of the web. From designers creating the next generation of web and mobile experiences, to anyone managing their own online presence for the first time, Squarespace provides elegant solutions that set new standards for online publishing. By focusing our efforts on the fusion of design and engineering, we strive to create long-lasting products that delight and surprise our customers.

Squarespace is defined by our insistence on providing an unparalleled user experience. 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 profitable business it is today.

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

Squarespace - 13 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...