What are the responsibilities of a Team Manager, Product Support at Squarespace?

As a Team Manager for Product Support at Squarespace, you will be tasked with overseeing a group of Product Support Leads. This includes ensuring the successful execution of product launches, monitoring customer-reported issues, and surfacing customer pain points to relevant departments. You'll lead monthly global meetings, collaborate on product support strategy, and manage team performance and development.

What qualifications are needed for the Team Manager, Product Support role at Squarespace?

To qualify for the Team Manager, Product Support position at Squarespace, you should have over five years of experience in people management, a strong knowledge of internet infrastructure, and exceptional communication skills. Familiarity with project management tools like Jira and data analysis skills will also set you apart as a candidate.

How does the Team Manager, Product Support role contribute to product launches at Squarespace?

The Team Manager, Product Support at Squarespace plays an essential role in ensuring that product launches are smooth and successful. By overseeing the Product Support Leads and closely monitoring daily operations, you help identify issues before they escalate and ensure that customer feedback is integrated into product improvements.

What can candidates expect during the interview process for the Team Manager, Product Support role at Squarespace?

Candidates interviewing for the Team Manager, Product Support role at Squarespace can expect to answer questions related to their leadership style, technical understanding of product support, and how they handle challenges in a team environment. There will be a focus on problem-solving skills and experience in navigating change.

What benefits does Squarespace offer to its Team Manager, Product Support employees?

Squarespace provides numerous benefits to its Team Manager, Product Support employees, including comprehensive health insurance, fertility and adoption benefits, flexible paid time off, and educational reimbursements. The company also supports a good work-life balance with generous family leave policies.

Team Manager, Product Support id-8053

May 6, 2025

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 have a holistic understanding of our product offerings in order to collaborate on Customer Operations programs across the organization.

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Our Product Support Managers oversee project managing the customer support strategy for product launches within Customer Operations, making them an important part of successful product delivery at Squarespace.

You will report to the Senior Director of Product Support and be based either in-office or remotely in Ireland.

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.

Who We’re Looking For

5+ 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 & Perks

Health insurance with 100% covered premiums for you and your dependent children

Fertility and adoption benefits

Headspace mindfulness app subscription

Global Employee Assistance Program

Pension benefits with employer match

Flexible paid time off

Up to 20 weeks of full pay for birth parent and non-birth parent leave

20 weeks of pay to care for an ill family member

Education reimbursement

Employee donation match to community organizations

6 Global Employee Resource Groups (ERGs)

Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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