Filipa Sousa
Senior Team Lead, Customer Support at Squarespace- Claim this Profile
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English Full professional proficiency
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Spanish Limited working proficiency
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French Elementary proficiency
Topline Score
Bio
Raphael Fontes
From the day I interviewed Filipa, I knew she was a very rounded professional and a natural leader. It was with no surprise that I had the privilege to see her grow quickly within Squarespace and become a key member of the leadership team in Dublin. I'm grateful for the impact she had on the team and for all team members she led and developed.
Isis Antunes
I had the pleasure of working with Filipa in the WSE when I was a Center Director and she was Teacher/Service Manager . Above all I was impressed with Filipa’s dedication and motivational skills, as well as the professionalism and work ethic she always showed at work. Integrity and trustworthiness are some of Filipa’s strongest qualities.
Raphael Fontes
From the day I interviewed Filipa, I knew she was a very rounded professional and a natural leader. It was with no surprise that I had the privilege to see her grow quickly within Squarespace and become a key member of the leadership team in Dublin. I'm grateful for the impact she had on the team and for all team members she led and developed.
Isis Antunes
I had the pleasure of working with Filipa in the WSE when I was a Center Director and she was Teacher/Service Manager . Above all I was impressed with Filipa’s dedication and motivational skills, as well as the professionalism and work ethic she always showed at work. Integrity and trustworthiness are some of Filipa’s strongest qualities.
Raphael Fontes
From the day I interviewed Filipa, I knew she was a very rounded professional and a natural leader. It was with no surprise that I had the privilege to see her grow quickly within Squarespace and become a key member of the leadership team in Dublin. I'm grateful for the impact she had on the team and for all team members she led and developed.
Isis Antunes
I had the pleasure of working with Filipa in the WSE when I was a Center Director and she was Teacher/Service Manager . Above all I was impressed with Filipa’s dedication and motivational skills, as well as the professionalism and work ethic she always showed at work. Integrity and trustworthiness are some of Filipa’s strongest qualities.
Raphael Fontes
From the day I interviewed Filipa, I knew she was a very rounded professional and a natural leader. It was with no surprise that I had the privilege to see her grow quickly within Squarespace and become a key member of the leadership team in Dublin. I'm grateful for the impact she had on the team and for all team members she led and developed.
Isis Antunes
I had the pleasure of working with Filipa in the WSE when I was a Center Director and she was Teacher/Service Manager . Above all I was impressed with Filipa’s dedication and motivational skills, as well as the professionalism and work ethic she always showed at work. Integrity and trustworthiness are some of Filipa’s strongest qualities.
Credentials
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Key Account Management
LinkedInFeb, 2022- Sep, 2024 -
Confronting Bias: Thriving Across Our Differences
LinkedInJul, 2021- Sep, 2024 -
How to Present and Stay on Point
LinkedInSep, 2019- Sep, 2024 -
Pitching Your Ideas Strategically
LinkedInSep, 2019- Sep, 2024 -
The Neuroscience of Learning
LinkedInJul, 2018- Sep, 2024 -
What is Social?
CourseraAug, 2017- Sep, 2024 -
Certified Project Management Associate IPMA® Level D
Institute of Project Management IrelandAug, 2022- Sep, 2024
Experience
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Squarespace
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United States
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Software Development
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700 & Above Employee
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Senior Team Lead, Customer Support
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Sep 2018 - Present
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Customer Operations Team Lead
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May 2015 - Oct 2017
Lead twenty people throughout time as a manager. Core responsibilities including:- Coaching direct reports to help customers and provide them with a great experience with Squarespace, while nurturing a high performing and rewarding work culture. - Helping the team develop the skills they need to achieve long-term career goals.As part of my core job, I also influenced the broader strategy for the department. I am passionate about coaching and leadership, so I've had the opportunity to:- Develop and implement performance coaching programs for the junior leadership team in Dublin. In collaboration with the Training and Development department I also:- Continued to help develop training materials and programs such as a Product refresher training program.Accumulated the role of Squarespace Customer Webinars in Dublin:- Launched and coordinated a team of 8 presenters and webinar support team members.
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Customer Operations Advisor - Billingual Portuguese
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May 2014 - Apr 2015
As customer Operations Advisor my core responsibilities included assisting customers with queries about the Squarespace platform and services via email and live chat. Areas of support included SEO, content management systems, web development. Working towards quality and productivity goals. Contributing to the development of new hires during the on-boarding, I was responsible for coaching new hires during their second week of on-boarding training. I guided them through their case analysis, troubleshooting and ticket composition.
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Freelance Translation
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United Kingdom
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Translation and Localization
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100 - 200 Employee
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Freelance Translator
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Jul 2007 - May 2015
English to Portuguese translation and retroversion of general information texts, CV and job application documents; literary translation. English to Portuguese translation and retroversion of general information texts, CV and job application documents; literary translation.
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Wall Street English
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Spain
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Education Administration Programs
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700 & Above Employee
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Service Manager
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Nov 2012 - Mar 2014
Lead two different teams of teachers and customer managers throughout my two years in the role. As a service manager I was responsible for the quality of service in the centre from the time a student or visitor entered the centre until the end of their visit. Be it for a consultation, class or study session. I achieved this by planning and implementing the centre’s quality management plan, which included developing initiatives to evaluate, observe, and train my teams. Developing and managing the centre and staff schedule. Setting goals for the team that would enable achieving student course renewals, referrals and trial student conversion to paid courses, as well as successful course completion.I also had the opportunity to contribute to the wider business strategy by recruiting and training for the wider network of centres in Lisbon.
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ESL Teacher
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Aug 2009 - Nov 2012
As a Teacher my core responsibilities consisted of preparing and delivering classes based on standard teaching materials provided by the company. Delivering one on one tutoring sessions, individual and private classes as well as group conversation classes.As an integral part of my role I also monitored the success of a subset of students in each centre by ensuring class and course progress check-in bookings.Additionally as a part of the Schools business model I was also responsible for the didactic monthly, quarterly and yearly goals, namely the ones pertaining to course renewal and referral.
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Customer Manager
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May 2007 - Aug 2009
Onboarding new students and prospective students to the institute and learning method, and ensuring a seamless experience for all visitors were my core responsibilities. I also ensured course completion and student retention goals were met by setting study plans and helping our students manage them. Additionally, I performed standard front of desk administrative tasks. Lastly, I also performed basic language support to incoming students.
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Education
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2003 - 2007
Faculdade de Letras da Universidade de Lisboa
Translation, Translation and Retroversion
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