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 Hawaii, requires a dedicated home office setup and involves responding to live chats and emails, troubleshooting account issues, and meeting performance targets. You will need 1+ years of customer-facing experience and excellent written communication skills. The position offers a competitive hourly rate, comprehensive benefits including health insurance, retirement benefits, paid time off, and a remote stipend. Mandatory virtual training is provided. This is a full-time position requiring weekend and holiday availability.

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 Hawaii

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

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
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• $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)