Squarespace

Customer Support

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work accounts for approximately 90% of the role
• Live chat is the primary channel of support
• Troubleshoot and guide customers through Account, Billing, Domain, and 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
• Act as a positive advocate for the Squarespace brand, leveraging system knowledge to resolve customer issues

Customer Support Associate, French Speaker

• At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help
• Work as a Customer Support Advisor reporting to a Customer Support Team Lead
• Answer customers' queries concurrently in live chat and respond to customer submitted email requests
• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is the primary channel of support in this role
• Guide customers through getting started including website setup, adding site content and design options
• Independently meet targets across Quality, Productivity and Customer Satisfaction in email and live chat
• Learn about new product features and improvements related to the Squarespace platform
• Identify isolated customer experiences and escalate important issues

Customer Support Advisor, Italian

Product Manager

• Lead development of next-generation domain name generation and ranking algorithms for Squarespace Domains using ML, LLMs, and customer data
• Own the product vision and roadmap for the Domain Search platform from query to add-to-cart, aligning with Domains growth and company goals
• Drive ML-powered ranking and personalization; define and track core metrics such as conversion, add-to-cart rate, ASP, result quality, and mix shift
• Integrate LLMs and hybrid in-house models to support contextual search results and style-guided name suggestions with internationalization in mind
• Enable premium domain marketplace integration and premium-ranking improvements to expand selection and increase perceived value
• Build and scale core infrastructure including reusable APIs and services (e.g., availability checks, validations, zone file caching)
• Partner with Growth and Design on search UX, including sorting, filtering, save/shortlist, and decisioning confidence
• Collaborate with Engineering Management, Staff Engineers, Data Science, and Registry Operations to plan releases and ensure operational excellence and security
• Establish a rigorous experimentation and feedback loop: instrument behavioral analytics, run A/B tests, and use purchase and click feedback to drive continuous improvements
• Monitor the competitive landscape and vendor ecosystem to inform opportunities
• Communicate strategy, progress, and outcomes to executives and cross-functional partners
• Senior individual-contributor role reporting to the VP of Product; can be based in NYC headquarters or remote within the U.S.; success measured by impact on conversion, average sale price, suggestion quality, and customer lifetime value.

Customer Support Associate, French Speaker

Customer Support Advisor, Italian

Staff Product Manager, Domains Search