Director, Customer Care and Operations
Squarespace prides itself on delivering exceptional customer experiences. In 2013 we were recognized by the Stevie Awards as the best customer service team in the country. That team will nearly triple in size this year, and we are opening a west coast office to complement our existing operations in New York and Dublin.
We are looking for a special person to establish this new customer care operation and immediately grow it 100 people per year for several years. You must be a seasoned leader with startup DNA and be a passionate advocate for customer care excellence. You also need to have a fun-filled personality well-suited to building office culture in line with our values, recruiting and retaining talent, and representing our brand in everything you do. This position reports to the VP, Customer Care.
- Lead all local operations, with a primary focus on customer care, including hiring and staffing, monitoring staff performance, training and professional development, facilities, and HR
- Ensure our local office is truly a Squarespace office and all local operations meet and exceed the guidelines and standard determined by our New York HQ
- Drive cross-functional and cross-division relationships with stakeholders to ensure continuous improvements to the entire customer experience (includes communications, feature releases, support tool development, etc.)
- Focus on security and scalability of infrastructure and process to support exponential user demand; Help evaluate and advise on new technology and vendor reviews in contact center space
- Drive ongoing process improvement throughout the customer care team, with a particular focus on partnering with business intelligence to ensure data-driven decision making
- Produce KPI reporting and prepare action items for senior customer care leadership; Lead location communications with peer team and executive leadership
- Prepare insight-driven presentations for weekly team meeting, and facilitate team member’s presentations
- 10-15 years experience, including minimum 8 years customer-facing experience inside a technology company’s customer care organization (preferably consumer SaaS or ecommerce), with meaningful exposure to senior leadership
- Broad experience managing, developing, and mentoring teams of 120 or more people, including experienced managers
- Experience building an operation from scratch a definite plus; Additional experience in retail or hospitality an added bonus
- Demonstrated expertise using data analytics and metrics to monitor, manage, and drive process and quality
- Comfortable working across disciplines including marketing, business intelligence, engineering, product, and business development to have a whole-business approach to customer care
- Ineffable ability to get stuff done; Comfortable with the workings of business operations such as HR and facilities
- Exceptional written and oral communication skills with an unyielding attention to detail
- Respect for the creative process, taste, and a passion for Squarespace
- A terrific sense of humor
- Portland native
How to Apply
A cover letter explaining why you love Squarespace, why this job is your destiny, and what your secret superpower is is required along with your CV.
Squarespace mission is to provide creative tools that power the future of the web. From designers creating the next generation of web and mobile experiences, to anyone managing their own online presence for the first time, Squarespace provides elegant solutions that set new standards for online publishing. By focusing our efforts on the fusion of design and engineering, we strive to create long-lasting products that delight and surprise our customers.
Squarespace is defined by our insistence on providing an unparalleled user experience. All of our team members are charged with bringing creativity, honesty, and intellectual rigor to their responsibilities in a never-ending quest to delight our customers. We have high expectations of each other and work as a team to build things we are all proud of. That mindset, along with our execution, has allowed Squarespace to create revolutionary products and grow into the profitable business it is today.
Learn more at http://squarespace.com/about
The first thing a potential employer sees in your job application is the cover letter. This doesn't just support your CV – it's an opportunity for you to stand out from the crowd and persuade the recruiter to put you through to the next round.
Be wary of spending hours on perfecting your CV at the expense of your cover letter. If you need some inspiration on what to include and what format to use, here are our helpful guides – just remember not to copy them as exact templates.
1. Standard, conservative style
This is ideal for sectors such as business, law, accountancy and retail. For more creative sectors, a letter like this might be less appealing, and could work against you.
Dear Mr Black,
Please find enclosed my CV in application for the post advertised in the Guardian on 30 November.
The nature of my degree course has prepared me for this position. It involved a great deal of independent research, requiring initiative, self-motivation and a wide range of skills. For one course, [insert course], an understanding of the [insert sector] industry was essential. I found this subject very stimulating.
I am a fast and accurate writer, with a keen eye for detail and I should be very grateful for the opportunity to progress to market reporting. I am able to take on the responsibility of this position immediately, and have the enthusiasm and determination to ensure that I make a success of it.
Thank you for taking the time to consider this application and I look forward to hearing from you in the near future.
2. Standard speculative letter
This may vary according to the nature of the organisation and the industry you're applying to.
Dear Mr Brown,
I am writing to enquire if you have any vacancies in your company. I enclose my CV for your information.
As you can see, I have had extensive vacation work experience in office environments, the retail sector and service industries, giving me varied skills and the ability to work with many different types of people. I believe I could fit easily into your team.
I am a conscientious person who works hard and pays attention to detail. I'm flexible, quick to pick up new skills and eager to learn from others. I also have lots of ideas and enthusiasm. I'm keen to work for a company with a great reputation and high profile like [insert company name].
I have excellent references and would be delighted to discuss any possible vacancy with you at your convenience. In case you do not have any suitable openings at the moment, I would be grateful if you would keep my CV on file for any future possibilities.
3. Letter for creative jobs
We've used the example of a copywriter but you can adapt it for your profession. The aim of a creative letter is to be original and show you have imagination, but understand what the job entails. Balance is essential: don't be too wacky, or it will turn off the reader.
Dear Ms Green,
· Confused by commas?
· Puzzled by parenthesis?
· Stumped by spelling?
· Perturbed by punctuation?
· Annoyed at the apostrophe? (And alliteration?)
Well, you're not alone. It seems that fewer and fewer people can write. Unfortunately, there are still a lot of people who can read. So they'll spot a gaffe from a mile off. And that means it's a false economy, unless you're 100% sure of yourself, to write your own materials. (Or to let clients do it for themselves.)
To have materials properly copywritten is, when one considers the whole process of publishing materials and the impact that the client wishes to make, a minor expense. Sloppiness loses clients, loses customers.
There is an answer. Me. Firm quotes are free. You can see some of what I do on my multilingual website at [insert web address]. If you'd like, I can get some samples out to you within 24 hours. And, if you use me, you'll have some sort of guarantee that you can sleep soundly as those tens of thousands of copies are rolling off the presses.
Luck shouldn't come into it!
With kindest regards
Other helpful resources
•How to write a perfect CV and cover letter
•Applying for jobs without experience? How to build and sell your skills
•Five steps to the perfect graduate CV
•School-leavers and graduates: how to write your first CV
•How to write a personal statement for your CV
•CV templates to fit every stage of your career
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