Squarespace

Support Platform Manager

Squarespace

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $135,500 - $239,200 per year

About the role

  • Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations.
  • Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency.
  • Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output.
  • Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability.
  • Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights that validate customer value and technological ROI.
  • Collaborate closely with Product and Engineering partners to influence roadmap development and maintain the long-term integrity of support features.
  • Synthesize feedback from internal and external stakeholders to engineer iterative improvements, ensuring our support solutions remain modern and competitive.

Requirements

  • 5+ years of dedicated ownership and administration of enterprise business tooling, with a specialized focus on high-growth technology environments.
  • 2+ years of experience leading technical teams, fostering cross-functional collaboration, and mentoring talent within systems administration disciplines.
  • Deep technical fluency in contact center infrastructure, with advanced proficiency in the Zendesk ecosystem and its associated marketplace integrations.
  • Proven track record of architecting integrations between contact center software, enterprise CRMs (e.g., Salesforce), and internal data warehouses to ensure a "single source of truth."
  • Expert-level ownership of business process design, paired with a rigorous approach to diagnosing and resolving complex software performance issues.
  • Demonstrated ability to navigate operational bottlenecks by deploying creative, scalable, and data-driven solutions.
  • Adept at aligning with stakeholders across the organization to drive business process management (BPM) initiatives and large-scale project delivery.
  • Hands-on experience leveraging APIs to extend system functionality and a successful history of bringing new technical offerings or services to market.
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
  • 12 weeks paid parental leave and family care leave
  • $100 per month remote Stipend
  • Access to supplemental insurance plans for additional coverage
  • Education reimbursement
  • Employee donation match to community organizations
  • 7 Global Employee Resource Groups (ERGs)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
systems administrationenterprise integrationscontact center infrastructureZendeskSalesforceAPIsbusiness process designsoftware performance diagnosissystem configuration lifecycle managementproject lifecycle documentation
Soft Skills
team leadershipcross-functional collaborationmentoringstakeholder alignmentcreative problem solvingdata-driven decision makingcommunicationfeedback synthesisiterative improvementproject delivery