Customer Support Associate

Summary

Join Squarespace's Customer Operations team as a remote Customer Support Associate! This 24/7 operation supports users globally. You'll be on the front lines, resolving customer account issues via live chat and email. Leverage your system knowledge to deliver exceptional customer experiences and advocate for our brand. This role requires a dedicated home office setup with reliable Wi-Fi and availability for a 40-hour work week spanning weekends and holidays. Mandatory virtual training is provided. The position is open to residents of specific states.

Requirements

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
• Expertise with written communication and the ability to spot spelling and grammar errors
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals
• Capability of prioritizing competing requests
• Familiarity with the Squarespace platform
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused
• Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington

Responsibilities

• Respond to customer-submitted live chats and email in a timely manner
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues

Preferred Qualifications

• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is our primary channel of support in this role

Benefits

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)