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Senior Registrar Operations Lead
Job Description:
- Act as the senior escalation owner for complex, high-impact domain-related customer issues, working closely with Customer Support, Security and Engineering to ensure timely, accurate resolution.
- Apply hands-on expertise across gTLDs and ccTLDs, high-value and expired domain workflows, DNS, EPP, REST APIs, and registry platforms to investigate and resolve issues directly.
- Perform root-cause analysis on issues, and provide clear guidance and recommendations.
- Serve as a subject matter expert and advisor to internal teams on domain-related cases, workflows, and best practices.
- Act as the internal expert on UDRP cases, and registry compliance matters, partnering closely with Legal and external registries to manage disputes and enforcement actions.
- Maintain a deep understanding of ICANN policies and regulations, including ICANN RAA, GDPR, and abuse-related requirements.
- Monitor and support compliance initiatives to ensure registrar operations align with evolving policy and contractual obligations.
- Partner closely with internal Security and Trust teams on domain abuse identification, escalation, and mitigation efforts.
- Help define and improve operational processes related to DNS abuse handling, reporting, and registry coordination.
- Contribute to operational controls and safeguards that protect customer domain portfolios and reduce risk.
- Streamline and continuously improve registrar operational workflows across registry communications, escalations, and lifecycle management.
- Oversee key operational workstreams including registry access management, contractual updates, finance-related workflows, and registry account governance.
- Identify operational gaps and partner with Product and Engineering to drive automation, and scalability improvements.
- Serve as a primary point of contact between Registrar Operations and registries, resellers, and other external partners.
- Build strong working relationships with Product, Engineering, Finance, Legal, Security, and Customer Support leadership.
- Represent Squarespace professionally and effectively in registry and industry-facing conversations when needed.
Requirements:
- 10+ years of experience in the domain industry, registrar operations, customer support escalation, or compliance-focused roles.
- Deep expertise in domain lifecycle management across gTLDs and ccTLDs, including registry interactions and operational nuances.
- Strong working knowledge of ICANN policies, UDRP processes, GDPR considerations, and domain abuse management.
- Hands-on experience with EPP, REST APIs, DNS, and registry platforms, including log and transaction analysis.
- Proven ability to manage complex operational workflows and compliance workstreams with precision and sound judgment.
- Proven ability to partner with Engineering to reduce manual operations through tooling and automation.
- Excellent communication and leadership skills, with the ability to collaborate effectively across technical, legal, and operational teams.
Benefits:
- A choice between medical plans with an option for 100% covered premiums
- Fertility and adoption benefits
- Access to supplemental insurance plans for additional coverage
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 12 weeks paid parental leave and family care leave
- Pretax commuter benefit
- Education reimbursement
- Employee donation match to community organizations
- 7 Global Employee Resource Groups (ERGs)
- Dog-friendly workplace
- Free lunch and snacks
- Private rooftop
- Hack week twice per year