Senior Product Manager at Squarespace leading strategy for Help Center and customer support surfaces. Owns redesign of knowledge base, AI-powered chat, and agent-facing tools across product lines.
The Squarespace Growth team is looking for a Senior Product Manager II, Help Experience to drive the strategy and execution of all user-facing Customer Support surfaces and select agent-facing Customer Support internal tools.
Our Help Center is a critical resource for our users, providing centralized help content through knowledge base articles, help videos, AI-powered chat, and contact with our CustOps agents. We are a team committed to building products that unblock our users and leveraging 1st- and 3rd-party tools to ensure their ongoing success. You will work closely with Engineering, Design, and stakeholders across CustOps to transform the Help Site into a critical asset for both in-trial users and existing subscribers across our product lines, as well as for leads in our nascent B2B funnel.
This is an opportunity for you to lead a massive fundamental redesign of this platform, transforming it from a set of siloed knowledge bases into a singular discovery-led Product that drives quantifiable metrics.
In addition to the Help Center, our CustOps employees rely on a suite of agent-facing tools to better support our users. As the primary Product-side point of contact for CustOps, this product manager role will also help shape the roadmap for these internal tools whenever critical product thinking is required.
As the primary product leader over a vast and critical territory, this role offers ready opportunities for visible impact and scope expansion for the ambitious PM.
This is a hybrid role working from our NYC office strongly preferred. You will report to the Product Director of Growth.
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 overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock. Sales positions generally offer a competitive On Target Earnings (OTE) incentive structure in addition to base salary.
Squarespace 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 and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, visit https://www.squarespace.com/about/careers.
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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