Lead the product vision, strategy, and execution for Squarespace’s customer engagement platform, spanning CRM, email campaigns, automations, transactional communications, and SMS. Own the Email Campaigns business line, drive revenue and adoption, build a competitive engagement hub, and lead product managers across multiple product lines. Partner with engineering, design, commercial, marketing, and executive leadership while applying data, AI, experimentation, and customer-centric development.

Respond to customers through live chat and email, primarily handling account, billing, domain, and transactional issues. Troubleshoot problems, provide accurate guidance, meet quality, productivity, and customer satisfaction targets, stay informed about product updates, and escalate significant issues. The role requires weekend and holiday availability, strong written communication, prioritization skills, familiarity with Squarespace, and a dedicated home office with reliable Wi-Fi.