Team Lead, Internal Content at Squarespace
Portland, OR, US

Squarespace Customer Operations empowers users through scalable self-help tools, personalized support, and customer advocacy. Customer Operations runs 24/7 with over 300 people based in New York, Dublin and Portland. The Internal Content Team leads knowledge management and documentation for the department. At the forefront of every product, policy, and workflow change, we ensure Advisors are equipped with the organized and trusted information they need to provide the best customer support.

As Team Lead, you’ll manage a small team of technical writers and direct documentation projects to support Customer Operations’ goals. In this new role, you’ll lead the development, governance, and evolution and expansion of our resources.

You are an experienced people manager and technical content strategist who is passionate about coaching writers, leading processes, and collaborating cross-functionally within a fast-paced support organization. You are comfortable contributing to high-level strategy while being hands-on in content development and ironing out the specifics of support procedures and tools.

You will report to the Customer Operations Content Manager and will be based in our Portland office.

RESPONSIBILITIES

  • Lead a small team of technical writers responsible for internal documentation and macros (canned responses) Advisors use for support and troubleshooting
  • Manage the team’s workload and incoming requests; lead weekly sprint planning and backlog grooming meetings
  • Oversee and participate in all phases of content development, including writing, editing, auditing, and improving documentation directly as needed
  • Coach writers through regular 1:1s and reviews of their work
  • Collaborate with Experts, Quality, Product Operations, Trust & Safety, and Learning & Development to identify and close gaps in resources
  • Be a thought partner in developing a best-in-class Advisor and customer experience
  • Evangelize technical writing, knowledge management, and related principles across the department
  • Collaborate with Customer Education leadership on a strategy for creating and maintaining a holistic, best-in-classcontent ecosystem

QUALIFICATIONS

  • 4+ years experience in internal documentation, technical writing, knowledge management, L&D, or a related position in a customer support environment
  • 1+ years experience managing writers/content developers, either as a direct manager or as a consistent project lead or editor
  • Experience owning content strategy for large sets of documentation
  • Collaborator with an ability to build relationships with partners in multiple geographies and teams
  • Project/process management and prioritization skills, with proven experience overseeing agile project sprints
  • Comfort independently taking initiative on loosely defined, open-ended problems
  • Experience in customer support in a tech environment
  • Experience working in Zendesk and Atlassian tools

*Applications without cover letters will not be considered.