Senior Registrar Operations Lead

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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
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