Program Manager, BPO Customer Support

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our customer support team runs 24/7 with about 450 employees globally.

As the BPO Program Manager you will oversee the vendor operations for Squarespace across user-facing teams and ensuring that the vendor is delivering world class support experience to our users. You will work with cross-functional leaders and operational teams across our Customer Operations department.

You will work remotely and report to a Director of Customer Support based in Oregon.

You'll Get To…

• Build and own operational relationships across key partners with external vendors and internal teams
• Hold external partners and internal stakeholders accountable for performance and contractual commitments
• Own the management of vendor teams, staffing and delivery of required inputs from the vendors. You will work with the vendor and our teams for enablement of seamless operations for the vendor sites
• Lead Business Reviews and actions with vendors to drive KPI performance. Be directly accountable for maintaining metrics and analysis of vendor performance, and provide regular reporting on performance.
• Deep dive and improve workflow management, workforce management practices at the vendor site(s) and ensure optimal practices for adherence to defined workflows
• Be an expert on Squarespace products. Be an onsite coach and important bridge between external partners and internal team to deliver measurable process improvements.
• Establish and foster our values with the BPO team, serving as a beacon of Squarespace's vision

Who We're Looking For

• At least 5+ years of direct vendor management experience within a BPO environment
• Experience leading vendor operations teams responsible for technical customer support, ideally in high-growth tech companies or startups.
• Strong operational background and a track-record of making data driven decisions.
• An ability to execute on and deliver complex operational projects involving multiple stakeholders.
• Familiarity with the Squarespace platform

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Fertility and adoption benefits
• Access to supplemental insurance plans for additional coverage
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop

Cash Compensation Range: $86,000 - $132,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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