Alan O'Connor Email & Phone Number

Primary owner and gatekeeper for Squarespace's core Support Customer Operations tools and integration. Provide mentorship and supervision for Support Platform team members. Manage the triage, prioritization, and assignment of requests made to the Support Platform team both day to day and in quarterly key results.

Le Pole House, Ship Street Great, Dublin 8, Ireland

As a Senior Support Platform Administrator I am responsible for leading, planning and organising projects that add value to how Squarespace supports its customers. In this role I lead technical support for all internal and 3rd party tools (Zendesk Support, Zendesk Guide, Cloud App) used across the organisation. Build and configure new features within existing tools using project management principles to communicate status updates through JIRA on a regular basis.Maintain and improve existing customer-facing support interfaces, such as the Help Center, social media contact channels, email ticketing and live chat systems.Consult with non-technical stakeholders to determine requirements and provide technical consultations or solutions.Proactively identify system improvements for support structure scalability and implement them in a rapidly growing organisation.

Le Pole House, Ship Street Great, Dublin 8, Ireland

The Design & Development team is a specialty group within Customer Operations that provides dedicated technical expertise to research, design, and develop solutions to support key department and cross-department initiatives. As the regional leader of a team based in Dublin I work with a team of people to improve and increase engagement, adoption, internal and external support and education for the Squarespace Developer Platform in our customer base. Technical account management to help in the execution of campaign and project deliverables with company partners and high profile clients. Advocate and work as a point of contact to provide technical guidance and best practice solutions for key Squarespace Professionals like power user web agencies, web developers, web designers, and current Beta testers.

Le Pole House, Ship Street Great, Dublin 8, Ireland

Lead and coach a subset of the Customer Operations team to help customers (and potential customers) get a great experience from Squarespace. Responsibility for the daily activities of the team, including e-mail, live chat and other supporting functions; quality, training, escalations, etc. Tracking performance with weekly 1:1 meetings via meeting notes, goals, personal roadmap and achievements. Influencing the broader strategy for the Customer Operations team involving the project management of cross-functional initiatives and collaboration with departments across the organisation.

Le Pole House, Ship Street Great, Dublin 8, Ireland

Assist customers on their journey to the creation of rich stylish websites on the Squarespace template based platform. Responding to customer submitted email requests and live chats troubleshooting and guiding customers through website setup, including identifying system and site-specific website issues. Identify and communicating these issues to our Product Solutions team and Developers. Efficiently operating in a highly productive environment, adhering to clearly defined quality control standards.