Customer Support Associate

Summary

Join Squarespace's Customer Operations team as a Customer Support Associate and provide exceptional support to our users. This remote role, based in New South Wales, Australia, requires a dedicated home office setup and open availability for a 40-hour work week including weekends and holidays. You will primarily respond to live chats and emails, troubleshoot customer issues, and meet targets for quality, productivity, and customer satisfaction. The role demands 1+ years of customer-facing experience and expertise in written communication. Mandatory virtual training is provided during the first two weeks of employment. Squarespace offers a comprehensive benefits package including paid parental leave, life and income protection, and flexible paid time off.

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)
• Currently live in New South Wales Australia
• 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
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

Responsibilities

• Respond to customer-submitted live chats and emails 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

Familiarity with the Squarespace platform

Benefits

• SQSP paid Group Life and Income Protection Benefits
• 16 weeks fully paid Parental Leave (birth and non-birth)
• Global Employee Assistance Program
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Flexible paid time off
• All statutory leaves, as required
• Education reimbursements
• 6 Global Employee Resource Groups (ERGs)