Resume

Xander Jake
Mikuda Vest

Profile

Customer Operations leader focused on performance, operational rigor, and scalable support execution. I currently lead a Customer Success team at Squarespace and partner across Product, Quality, Analytics, Support Platform, and Workforce teams to improve workflows, reporting, and customer outcomes in a 24/7 global environment.

I’m strongest where performance needs structure - defining KPIs people trust, building reporting that supports coaching and accountability, and turning messy operational realities into repeatable programs. I bring deep Squarespace product knowledge, a practical leadership style, and a bias for measurable results.

Employment History

Senior Team Lead, Customer Success - Squarespace

Jan 2023 - Present | Dublin, Ireland

  • Reduced global performance review processing time by 30% by standardizing KPI inputs and streamlining workflows across distributed teams.

  • Led KPI-driven coaching and workflow discipline for a team of 8 Customer Success Specialists, improving offer execution and reducing escalation risk.

  • Built agent-facing KPI dashboards and reporting resources, improving visibility for Team Leads and managers and reducing manual reporting effort.

  • Ran recurring operational reviews with cross-functional partners, translating frontline feedback into actionable workflow improvements.

  • Led a controlled pilot to evaluate offer workflow effectiveness, then scaled learnings into global enablement focused on CTA clarity and follow-up value.

  • Partnered with Quality, Analytics, and the external MaestroQA team to evaluate feasibility for Customer Success, run structured feedback cycles, and recommend product and workflow improvements.

Team Lead, Customer Operations - Squarespace

Jun 2021 - Dec 2022 | Dublin, Ireland

  • Managed day-to-day operations for 8 - 12 agents across email, chat, and quality functions, maintaining strong quality outcomes through consistent coaching and workflow standards.

  • Supported peak volume periods through workforce management execution, including scheduling support, capacity planning, and adherence monitoring.

  • Strengthened team performance through structured 1:1 routines, clear expectations, and accountability tied to KPIs.

Customer Support Specialist - Squarespace

Feb 2018 - May 2021 | Dublin, Ireland

  • Delivered frontline technical support via email and live chat, consistently meeting quality and productivity expectations.

  • Contributed to knowledge improvements and process documentation that reduced repeat contacts and improved consistency of responses.

  • Coordinated escalations and collaborated with internal teams to resolve complex customer issues.

Team Manager Apprentice/Senior Technical Support Advisor - Apple

Aug 2015 - Feb 2018 | Cork, Ireland

  • Supported team performance through coaching, quality evaluations, and KPI reporting for technical support operations.

  • Led team meetings and contributed to performance improvement planning through analysis of support trends and operational metrics.

  • Produced onboarding and enablement materials to improve advisor readiness and consistency.

  • Acted as backup leadership support and handled complex customer situations requiring strong judgment and communication.

Visual Merchandiser - Dealz Ireland

Aug 2014 - Aug 2015 | Cork, Ireland

  • Managed merchandising execution, stock standards, and promotional rollouts to support sales outcomes.

  • Supported store operations including key holder responsibilities and cash office processes.

View other work experiences on LinkedIn

Education

National College of Ireland - CIPD Diploma in Human Resource Management (People Management)

Mar 2022 - Feb 2023

Latvian College of Business Administration - Business Administration and Management (Coursework)

2010 - 2011

University College of Economics and Culture - Translation and Interpreting (Coursework)

2007 - 2008

Ventspils University College - Foreign Languages and Literatures (Coursework)

2006 - 2007

Diplomas

DSE Assessor Course - The Cpl Institute (Issued Sep 2020)

Credential ID: CSL16933

Skills

  • KPI governance - performance analysis - operational reporting

  • Workforce management - capacity planning - adherence - workflow discipline

  • Cross-functional delivery - stakeholder alignment - process improvement

  • Enablement and coaching systems - performance management

  • Squarespace product expertise - escalation leadership

Languages

  • English (Fluent)

  • Latvian (Native)

  • German (Intermediate)

Interests

Consumer electronics, Wireless networking, Gaming, Graphics design.