Remote Support Team Lead at Squarespace

Company Overview:
Squarespace is a leading tech company specializing in empowering individuals and businesses to create and manage their online presence effortlessly. With a strong emphasis on creativity, innovation, and customer satisfaction, Squarespace prides itself on fostering a collaborative and inclusive remote work culture. As a fully remote-first company, we value diversity, flexibility, and work-life balance, allowing our employees to thrive in a virtual work environment.

Position Summary:
As a Remote Support Team Lead at Squarespace, you will play a pivotal role in overseeing and guiding our remote customer support team to deliver exceptional service and support to our users. This role requires a combination of technical expertise, leadership skills, and a passion for customer satisfaction. You will have the opportunity to lead a team of dedicated support specialists, drive process improvements, and contribute to the overall success of our customer support operations.

Key Responsibilities:
- Lead and mentor a team of remote support specialists to ensure high-quality customer service delivery
- Monitor team performance, provide feedback, and implement strategies to optimize support processes
- Collaborate with cross-functional teams to address escalated customer issues and drive resolution
- Develop and maintain support documentation and resources for team members
- Analyze support metrics and trends to identify areas for improvement and implement solutions
- Act as a point of escalation for complex customer inquiries and issues

Required Qualifications:
- 3+ years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity
- Strong communication, problem-solving, and organizational skills
- Ability to thrive in a remote work environment and lead a distributed team effectively
- Proven track record of meeting and exceeding customer service targets
- Experience with remote team management and collaboration tools

Technical Requirements:
- Dedicated home office space conducive to remote work
- Reliable high-speed internet connection (minimum 25 Mbps download speed)
- Comfortable working in a US time zone (Eastern or Pacific preferred)
- Proficiency in using virtual communication tools such as Slack, Zoom, and Google Workspace

Desired Skills:
- Experience in the tech industry or with SaaS products
- Knowledge of website development or design principles
- Familiarity with CRM systems and ticketing platforms
- Ability to adapt to changing priorities and work in a fast-paced environment

Compensation & Benefits:
- Competitive annual salary range of $65,000 - $85,000, commensurate with experience
- Home office stipend or equipment provided
- Flexible working hours with consideration for time zone preferences
- Comprehensive benefits package including health, dental, and vision insurance
- Virtual onboarding process and ongoing professional development opportunities

How to Apply:
To apply for the Remote Support Team Lead position at Squarespace, please submit your resume and a cover letter outlining your relevant experience and qualifications. We look forward to reviewing your application and potentially welcoming you to our remote team dedicated to providing exceptional customer support.