Back to Remote jobs >
Customer Service
Team Manager, Product Support
@Squarespace
[Hiring] Team Manager, Product Support @Squarespace
Mar 21, 2025 - Squarespace is hiring a remote Team Manager, Product Support. 💸 Salary: $104,000 - $187,000 usd. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Product Support team is looking for a Manager who can mentor a group of Product Support Leads (PSLs) to find creative solutions to roadblocks while ensuring the successful delivery of product launches. Their focus will be on our PSLs who oversee Domains, Email (Google Workspace), Billing and Accounts, but will include the management of PSLs covering additional product areas as well.
You will report to the Senior Director of Product Support and be based either in-office in New York or remotely in an approved state.
You'll Get To…
- Oversee a subset of the global PSL group to ensure Product Support strategies are consistent across the organization
- Oversee the daily activities of the Product Support Leads, including monitoring product launches, customer reported bugs and ensuring customer pain points are surfaced with relevant Product and Engineering leaders within targeted timelines
- Lead global team meetings on a monthly basis to ensure the team stays aligned and that the team is informed of department and company projects
- Work with Customer Operations leadership to evaluate impact, plan, and prioritize our product support strategy
- Partner with Product, Engineering and Design leadership to ensure our processes for managing product launches and reporting customer pain points and bugs are efficient and foster a feedback loop between the different departments
- Report on team performance, ensuring team members are productive, participate in annual headcount planning, and manage the hiring and onboarding process end to end
- Coach their direct reports' performance and assist in their team's career development.
Qualifications
- 3+ years of people management experience, exhibiting leadership that inspires the team
- Familiarity with domains, website hosting, and related internet infrastructure is a strong advantage
- Comfortable building relationships with Product, Engineering and Design leadership
- A skilled communicator with the ability to explain technical issues both internally to colleagues and externally to customers as needed
- Experience in running programs, implementing iterative workflow improvements and project management, especially using Jira
- Comfortable with navigating and overseeing change management as needed
- Experience analyzing customer support volume while exhibiting a general understanding of data analysis
- Not afraid to step in and directly support your team with a hands-on approach
- You enjoy knowledge sharing, team collaboration, teaching and learning from others
- You proactively identify opportunities for improvement and initiate steps to problem solve
Benefits
- A choice between medical plans with an option for 100% covered premiums
- Health Savings Account with Squarespace funding
- Fertility and adoption benefits
- Supplemental Insurance plans
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 20 weeks for parental leave and up to 12 weeks to care for an ill family member
- $100 per month remote Stipend
- Access to supplemental insurance plans for additional coverage
- Education reimbursement
- Employee donation match to community organizations
- 6 Global Employee Resource Groups (ERGs)
- Cash Compensation Range: $104,000 - $187,000 USD
Similar Remote Jobs
More jobs at Squarespace
-
Sales / Business $115,500 - $180,000 usd USAMar 22, 2025
More Customer Service jobs
-
Customer Service usd 24,000 to usd 53,950 Northern America, Americas, Latin America (LATAM) +13 moreMar 23, 2025 -
Customer Service unspecified USAMar 23, 2025
More jobs in USA
-
Sales / Business competitive commission + bonuses USAMar 23, 2025 -
Sales / Business competitive commission + bonuses USAMar 23, 2025
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 53,199 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$104,000 - $187,000 usd
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
