Job Description
Job Title: Customer Support ManagerCompany: Squarespace IrelandLocation: Cork, Cork, IEJob Type: Full-timeSeniority: Mid-to-Senior LevelYears of Experience: 6Job Description:Squarespace Ireland is seeking a passionate and experienced Customer Support Manager to join our dynamic team in Cork. As a Customer Support Manager, you will play a crucial role in ensuring our customers receive exceptional service and support while contributing to the overall success of the company. This position requires a motivated and reliable individual with a proven track record in customer support management, adept in leading teams, and fostering a customer-centric culture.Key Responsibilities:Team Leadership & Development:- Recruit, mentor, and develop a high-performing customer support team.- Conduct regular one-on-ones, performance reviews, and provide continuous feedback to team members.- Foster a positive working environment that promotes teamwork, motivation, and personal growth.Customer Support Strategy:- Design and implement customer support strategies that align with Squarespace's goals and enhance customer satisfaction.- Analyze customer feedback to identify trends, areas for improvement, and develop proactive solutions.- Stay updated on industry best practices and integrate innovative support methodologies.Operational Management:- Oversee day-to-day customer support operations, ensuring timely and effective response to customer inquiries across multiple channels (email, chat, phone).- Monitor support metrics and KPIs to assess team performance and customer satisfaction levels.- Develop and maintain up-to-date support documentation and knowledge base for both customers and team members.Cross-Departmental Collaboration:- Collaborate with product, marketing, and sales teams to ensure a seamless customer experience and address customer pain points efficiently.- Provide insights from the customer support perspective to inform product development and marketing strategies.Negotiation & Conflict Resolution:- Effectively handle escalated customer issues, employing strong negotiation and conflict resolution skills to achieve positive outcomes.- Identify opportunities for service improvement and implement necessary changes based on direct customer experiences.Training & Professional Development:- Design and conduct training programs for support agents to enhance their skills and knowledge of Squarespace products and services.- Encourage and facilitate continuous learning and professional development initiatives for the support team.Qualifications:Bachelor’s Degree in Business, Communications, or a related field.Minimum of 6 years of experience in customer support, with at least 3 years in a managerial role.Proven experience in managing a diverse team in a fast-paced environment.Strong understanding of customer service metrics and software platforms.Exceptional verbal and written communication skills, with the ability to articulate complex topics clearly.Demonstrated negotiation skills and ability to resolve conflicts with tact and professionalism.Motivated and reliable, with a strong sense of accountability and commitment to excellence.Ability to build relationships and collaborate effectively with cross-functional teams.Benefits:Comprehensive training and professional development opportunities tailored to your career growth.Generous parental leave policy to support work-life balance during family transitions.Company transportation options to ensure a smooth commute.Working Environment:At Squarespace, we believe in building strong connections and treating all colleagues as part of an extended family. We prioritize a collaborative and inclusive atmosphere where input and innovation are encouraged.Deadline to Apply: 2024-10-29Equal Opportunity Statement:Squarespace is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, regardless of race, gender, sexual orientation, disability, or any other characteristic.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job. #J-18808-Ljbffr