Resume

Xander Jake
Mikuda Vest

👤 Profile

Xander Jake is a strategic and results-driven leader with extensive experience in Customer Success, team leadership, and operational excellence. As a Senior Team Lead at Squarespace, he has built and nurtured high-performing global teams, developed quality programs, and driven performance improvements across customer support functions. With a background in technical support at Apple and a strong foundation in people management, Jake excels in coaching, mentoring, and empowering teams to deliver world-class customer experiences. His expertise in performance analysis, process optimization, and cross-functional collaboration positions him as a key player in scaling support operations. Passionate about innovation, leadership, and continuous improvement, Jake is committed to fostering a culture of growth and excellence.

🏢 Employment History

Senior Team Lead, Customer Success @ Squarespace

Feb 2018 – Present

  • Built a global Customer Success team, including job descriptions, employee profiles, hiring, quality program and manage multiple specialists in Dublin

  • Mentoring, coaching, and guiding a team of 6 to 10 Customer Support Advisors and Senior Advisors, who assist and empower our customers to build an online presence through Squarespace, specializing in international language queues 

  • Overseeing the annual performance review process for our global department which includes calculating agent metrics for 6-month and 1-year periods, processing Google Sheets formulas that produce overall review cycle performance, and expediting this information to our Human Resources team in time for compensation reviews

  • Participating in the hiring process for Advisors and Team Leads where I serve as the candidate’s first in-person interview in order to identify competencies in customer service, teamwork, troubleshooting & technical aptitude, and adaptability (Advisors) as well as accountability, building teams, communication, and directing work (Team Leads)

  • Spearheading employee recognition as part of an Employee Recognition Program, coordinating and announcing nominations and ensuring deserving employees received recognition, which boosted teamwork, motivation, and productivity.

  • Lead and coach a subset of the Customer Support team to help customers (and potential customers) have a great experience with Squarespace.

  • Responsible for the daily activities of the team, including email, live chat and other supporting functions (quality, training, escalations, etc.).

  • Support long-term career development of team members.

  • Develop a highly rewarding, high performing team culture.

  • Stay current on Squarespace product developments to be able to coach your team on how to correctly answer inquiries.

  • Influence the broader strategy for the department involving cross-functional collaboration.

Team Manager Apprentice/Senior Technical Support Specialist @ Apple

Aug 2015 – Feb 2018

  • Backup manager when the managers are out of office

  • Doing evaluations of the advisors

  • Coaching the advisors to help them improve their skills and develop themselves

  • Delivering team meetings

  • Analysis of KPIs and creation of reports for the line of business

  • Solving difficult issues

  • Fixing the relationship between the customer and the product

  • Dealing with difficult situations

  • Providing outstanding customer satisfaction levels

  • Managing your own time

  • Providing a high level of discipline (work from home)

  • Prioritizing tasks

  • Mentoring new advisors (initiative)

  • Producing educational material (initiative)

  • Supporting products and services

  • Being the friendly voice of Apple

  • Providing world class customer service

  • Troubleshooting technical and non-technical issues

  • Understanding the customer’s needs and providing the resolution depending on the customer’s communication style

Visual Merchandiser @ Dealz Ireland

Aug 2014 – Aug 2015

  • Ensure proper stock rotation for consumable items

  • Drive sales and ensure all promotions are displayed properly and on time

  • Ensure all standards are at a high level at all times

  • Manage cash office and be key holder (initiative)

  • Actively participate in all store management meetings - contribute to ways to improve sales, ways of working, etc.

  • Daily stocktake for select items and bays

  • Changing product displays to increase sales

  • Ordering existing and new products and ensure they’re displayed in a timely manner

View other work experiences on LinkedIn

🎒 Education

National College of Ireland

CIPD Diploma in Human Resource Management (People Management), Human Resource Management

Mar 2022 – Feb 2023

Level 5 UK equivalent to Level 7 Irish national framework

Latvian College of Business Administration

Bachelor of Business Administration (B.B.A.), Business Administration and Management, General

2010 – 2011

The University College of Economics and Culture

Professional Bachelor’s Degree in Translation and Interpreting, Foreign Languages and Literatures, General

2007 – 2008

Ventspils University College

Bachelor's degree, Foreign Languages and Literatures, General

2006 – 2007

📝 Diplomas

DSE Assessor course - The Cpl Institute

Issued Sep 2020

Credential ID CSL16933

✉️ References

References available upon request

Skills

  • Effective Time Management 5/5

  • Ability to Work Under Pressure 5/5

  • Positive Attitude 5/5

  • Strong Work Ethic 5/5

Hobbies

Consumer electronics, Wireless networking, Gaming, Graphics design.

Languages

English 5/5

Latvian 5/5

German 2/5

Russian 1/5

Links

LinkedIn