Support Platform Senior Manager

We are seeking a strategic Support Platform Senior Manager to ensure our global support infrastructure is robust, dependable, and perfectly aligned with our operational use cases. In this role, you will lead a team of Systems Administrators and Systems Engineers dedicated to maintaining the high availability and functional integrity of our communication channels and core tools. You will serve as a vital technical conduit, bridging the gap between Support Operations and our Engineering and Product teams to ensure our technology stack evolves with our business requirements. The ideal candidate is a hands-on leader with deep expertise in 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 such as Data Engineering, Security, and Product to ensure our support platform is mature, efficient, and scalable. You'll Get To... 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 our support solutions remain modern and competitive. Who We're 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. Benefits & 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 and family care leave $100 per month remote Stipend Access to supplemental insurance plans for additional coverage Education reimbursement Employee donation match to community organizations 7 Global Employee Resource Groups (ERGs) Cash Compensation Range: $135,500 - $239,200 USD 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. About Squarespace 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. Our Commitment 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 customer base, but we also strive for 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. #LI-DB1 Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process. 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