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 Dublin, Ireland, requires a dedicated home office setup and involves responding to live chats and emails, troubleshooting account issues, and meeting performance targets. The position demands strong communication skills, problem-solving abilities, and familiarity with the Squarespace platform. Mandatory virtual training is provided. Squarespace offers a comprehensive benefits package, including health insurance, paid time off, parental leave, and professional development opportunities.

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

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

Benefits

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Pension benefits with employer match
• Flexible paid time off
• Up to 26 weeks of full pay for birth parent leave and up to 20 weeks of full pay for non-birth parent leave
• 12 weeks of pay to care for an ill family member
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)