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, requires fluency in French and English. You will primarily handle live chats and emails, troubleshooting account, billing, and domain issues. The position demands strong communication skills, problem-solving abilities, and the capacity to meet performance targets. Successful candidates will possess relevant customer service experience and familiarity with the Squarespace platform. 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
• Bilingual fluency in English and French
• 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
• 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

• 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)
• Free lunch and snacks
• Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral