TEAM COORDINATOR/SUPERVISOR
Tenure: August 2014 to April 2017 (team coordinator/supervisor)
Tenure: August 2013 to August 2024 (technical support)Dublin, Ireland
RESPONSABILITIES
Monitor email and live chat channels handled by team
provide support involving leadership for most complex cases.
Manage/Coach a team of 10 individuals and provide 1-1,
quality reports and address quality opportunities.
Balance tier 1 and tier 2 ticket queues to optimise wait times.
Coordinate between engineers and advisors during platform
outages/cyber attacks.
Handle, prioritise escalations, and strategise handling.
Provide troubleshooting/support via Slack.
Lead communication between managers, engineers, specialty
teams, and advisors.
Lead product, process training, and audit quality tickets/chats.
Investigate issues with internal and third-party tools.
Identify and provide feedback on workflow inefficiencies.
Identify trends/patterns emerging via escalated cases that
involved leadership/c-suite and outline opportunities to
automate/fast track such cases/incidents for better handling
Develop and work on post-mortems/root causes analysis
reports for the leadership/c-suite to improvement the Incident
Response Plan, coordination between team
2015 to 2016 - Work on developing policies regarding content management (TnS issues, Intellectual Property, Privacy...)
Prior to the Shift Lead position, started in Squarespace in August 2013 as a Technical Support Specialist and stayed in this position until September 2014 when I was promoted Team coordinator/Supervisor.
TECHNICAL SUPPORT
Tenure: August 2013 to August 2024 (technical support)Dublin, Ireland
RESPONSIBILITIES
Become a product expert and guide users and handle
through email/live chats, various technical support queries
related to bugs, domain mapping, web design setup, coding
issues, Trust and Safety, Billing (Stripe), Risk Management,
Intellectual property, E-Commerce...
Update daily Guides, Knowledge Base, FAQ entries, and
perform content reviews to ensure accuracy and relevance of
support resources.
During Cyber threat crisis, document and act as a first
incident responder and profile various cyber attacks for the
engineers (DDOS, Malware, Phishing, Spoofing, Social
engineering...)
Handle the training, coaching, and mentoring of new
advisors, enhancing team knowledge and efficiency.
Act as a senior point of contact in the absence of the Team
Lead, ensuring seamless team operations and customer
service continuity.
Provide advanced technical support and act as a subject
matter expert in specific areas like Trust and Safety, Billing,
Domain mapping, and Risk Management to handle
specialised escalations effectively.
ABOUT SQUARESPACE
Squarespace's mission is to provide creative tools that power the future of the web. From designers creating the next generation of web and mobile experiences, to anyone managing their own online presence for the first time, Squarespace provides elegant solutions that set new standards for online publishing. By focusing our efforts on the fusion of design and engineering, we strive to create long-lasting products that delight and surprise our customers.
Since 2004, Squarespace has offered a fully-hosted environment for creating and maintaining a website. Known for its sophisticated yet easy-to-use interfaces, Squarespace's do-it-yourself tools allow creative professionals, businesses, bloggers, and web developers to quickly and easily create and maintain professional, high-quality websites.
Squarespace is defined by our insistence on providing an unparalleled user experience. All of our team members are charged with bringing creativity, honesty, and intellectual rigor to their responsibilities in a never-ending quest to delight our customers. We have high expectations of each other and work as a team to build things we are all proud of. That mindset, along with our execution, has allowed Squarespace to create revolutionary products and grow into the profitable business it is today.