Senior Product Manager

<p>The Squarespace <strong>Growth</strong> team is looking for a <strong>Senior Product Manager II, Help Experience</strong> to drive the strategy and execution of all user-facing Customer Support surfaces and select agent-facing Customer Support internal tools.  </p> <p>Our <strong>Help Center</strong> is a critical resource for our users, providing centralized help content through knowledge base articles, help videos, AI-powered chat, and contact with our CustOps agents. We are a team committed to building products that unblock our users and leveraging 1st- and 3rd-party tools to ensure their ongoing success. You will work closely with Engineering, Design, and stakeholders across CustOps to transform the Help Site into a critical asset for both in-trial users and existing subscribers across our product lines, as well as for leads in our nascent B2B funnel.</p> <p>This is an opportunity for you to lead a <strong>massive fundamental redesign</strong> of this platform, transforming it from a set of siloed knowledge bases into a<strong> singular discovery-led Product that drives quantifiable metrics</strong>.</p> <p>In addition to the Help Center, our CustOps employees rely on a suite of agent-facing tools to better support our users. As the primary Product-side point of contact for CustOps, this product manager role will also help shape the roadmap for these internal tools whenever critical product thinking is required. </p> <p>As the primary product leader over a vast and critical territory, this role offers ready opportunities for <strong>visible impact and scope expansion </strong>for the ambitious PM. </p> <p>This is a <strong>hybrid role</strong> working from our <strong>NYC office</strong> strongly preferred. You will report to the <strong>Product Director of G