Support Platform Senior Manager

## About the Role As a Support Platform Manager at Squarespace, you will play a vital role in ensuring the company's global support infrastructure is robust, dependable, and aligned with operational use cases. You will lead a team of Systems Administrators and Systems Engineers dedicated to maintaining the high availability and functional integrity of communication channels and core tools. Your expertise will serve as a technical conduit, bridging the gap between Support Operations and Engineering and Product teams to drive the evolution of the technology stack.

The ideal candidate will have a deep understanding of the Zendesk ecosystem and a commitment to systems reliability. You will be responsible for defining technical standards, managing vendor relationships, and collaborating with partner teams to ensure the support platform is mature, efficient, and scalable.

The role is based remotely in the United States, offering the flexibility to work from anywhere while being part of a dynamic team.

## What You Will Do - Direct a high-performing team of Systems Engineers and Administrators, overseeing the end-to-end management of omnichannel communication platforms and enterprise integrations.

• Institutionalize rigorous documentation standards for system architectures, integration workflows, and internal tooling to ensure continuity and technical transparency.
• Standardize departmental frameworks for task prioritization, project lifecycle documentation, and progress tracking to optimize team velocity and output.
• Institute mature practices for system configuration lifecycle management, including monitoring, traceability, versioning, and rollback protocols to ensure platform stability.
• Define and monitor platform success metrics, translating operational indicators and market trends into actionable insights that validate customer value and technological ROI.
• Collaborate closely with Product and Engineering partners to influence roadmap development and maintain the long-term integrity of support features.
• Synthesize feedback from internal and external stakeholders to engineer iterative improvements, ensuring support solutions remain modern and competitive.
• Develop and maintain a deep understanding of the company's technology stack, including Salesforce and other integrated systems.
• Stay up-to-date with industry trends and emerging technologies to identify opportunities for improvement and innovation.

## What We Are Looking For - 5+ years of dedicated ownership and administration of enterprise business tooling, with a specialized focus on high-growth technology environments.

• 2+ years of experience leading technical teams, fostering cross-functional collaboration, and mentoring talent within systems administration disciplines.
• Deep technical fluency in contact center infrastructure, with advanced proficiency in the Zendesk ecosystem and its associated marketplace integrations.
• Proven track record of architecting integrations between contact center software, enterprise CRMs (e.g., Salesforce), and internal data warehouses to ensure a 'single source of truth'.
• Expert-level ownership of business process design, paired with a rigorous approach to diagnosing and resolving complex software performance issues.
• Demonstrated ability to navigate operational bottlenecks by deploying creative, scalable, and data-driven solutions.
• Adept at aligning with stakeholders across the organization to drive business process management (BPM) initiatives and large-scale project delivery.
• Hands-on experience leveraging APIs to extend system functionality and a successful history of bringing new technical offerings or services to market.

## Nice to Have - Experience with cloud-based technologies and migration strategies.

• Knowledge of DevOps practices and agile development methodologies.
• Certification in ITIL or similar frameworks.
• Experience with data analytics and reporting tools.
• Familiarity with security and compliance frameworks.

## Benefits and Perks - A choice between medical plans with an option for 100% covered premiums.

• Health Savings Account with Squarespace funding.
• Fertility and adoption benefits.
• Supplemental Insurance plans.
• Headspace mindfulness app subscription.
• Global Employee Assistance Program.
• Retirement benefits with employer match.
• Flexible paid time off.
• 12 weeks paid parental leave.
• Access to a wide range of learning and development opportunities.
• Remote work stipend and equipment budget.

- tip: Tailor your resume and cover letter to highlight your experience with Salesforce and Zendesk, as well as your leadership and technical skills.

• tip: Be prepared to discuss your approach to systems reliability, technical expertise, and collaboration in the context of this role.
• tip: Research Squarespace's products and services to demonstrate your understanding of the company's technology stack and mission.
• tip: Showcase your ability to navigate operational bottlenecks and deploy creative solutions by providing specific examples from your experience.
• tip: Prepare to discuss your experience with data analytics and reporting tools, as well as your ability to drive business process management initiatives.
• tip: Be ready to ask questions about the company culture, team dynamics, and opportunities for growth and development.