Squarespace

Data Analyst

• Serve as the analytical backbone of the Acuity Scheduling product team
• Translate complex financial and product data into a coherent performance narrative
• Partner with Product & Growth Leadership team to guide business growth
• Identify key insights that shape strategies for acquiring and retaining customers
• Architect data infrastructure to generate executive dashboards
• Enhance the legibility of Acuity data and expand reporting capabilities
• Convert broad business inquiries into focused data explorations
• Provide clear recommendations for non-technical partners
• Develop and oversee a comprehensive performance monitoring framework
• Manage daily metric tracking and alerts
• Conduct weekly business reviews and produce monthly deep-dive analyses

Analytics Manager, Growth

Customer Support

• Respond to customer live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the role
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues

Customer Support Associate

Operations

• Act as the senior escalation owner for complex, high-impact domain-related customer issues, working closely with Customer Support, Security and Engineering to ensure timely, accurate resolution.
• Apply hands-on expertise across gTLDs and ccTLDs, high-value and expired domain workflows, DNS, EPP, REST APIs, and registry platforms to investigate and resolve issues directly.
• Perform root-cause analysis on issues, and provide clear guidance and recommendations.
• Serve as a subject matter expert and advisor to internal teams on domain-related cases, workflows, and best practices.
• Act as the internal expert on UDRP cases, and registry compliance matters, partnering closely with Legal and external registries to manage disputes and enforcement actions.
• Maintain a deep understanding of ICANN policies and regulations, including ICANN RAA, GDPR, and abuse-related requirements.
• Monitor and support compliance initiatives to ensure registrar operations align with evolving policy and contractual obligations.
• Partner closely with internal Security and Trust teams on domain abuse identification, escalation, and mitigation efforts.
• Help define and improve operational processes related to DNS abuse handling, reporting, and registry coordination.
• Contribute to operational controls and safeguards that protect customer domain portfolios and reduce risk.
• Streamline and continuously improve registrar operational workflows across registry communications, escalations, and lifecycle management.
• Oversee key operational workstreams including registry access management, contractual updates, finance-related workflows, and registry account governance.
• Identify operational gaps and partner with Product and Engineering to drive automation, and scalability improvements.
• Serve as a primary point of contact between Registrar Operations and registries, resellers, and other external partners.
• Build strong working relationships with Product, Engineering, Finance, Legal, Security, and Customer Support leadership.
• Represent Squarespace professionally and effectively in registry and industry-facing conversations when needed.

Analytics Manager, Growth

Customer Support Associate

Senior Registrar Operations Lead