Team Lead, Customer Support (Remote) - Squarespace

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Requirements:

• Experience working with performance targets and motivating others to exceed goals in an inclusive team environment
• 2+ years managing remote teams
• Background in written and verbal performance communications and providing feedback
• Experience driving solutions for operational and people management challenges
• Ability to foster team culture and unity directly with teams and wider global customer operations colleagues
• Experience with data analysis and project management
• Currently and permanently live within: Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Maine, Michigan, Mississippi, Missouri, New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, and Wisconsin.

Responsibilities:

• Create a positive team culture.
• Manage your team's adherence to company policies, performance expectations and support metrics
• Stay current on Squarespace product developments and policies and communicate with your team to support them through frequent changes
• Help contextualize new company and department programs to increase engagement and support.
• Represent the team's feedback to promote agreement and collaboration with internal partners
• Write and provide team member feedback during bi-annual review cycles and provide updates to compensation
• Foster a culture that values development.
• Encourage career development conversations in 1:1s, and find opportunities for your Associates/Advisors to work toward their career goals
• Partner with the Learning & Development team to coordinate training programs
• Help interview, hire and onboard new Associates/Advisors
• Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customers
• Help with the support queues during peak chat and email hours