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 customer inquiries via live chat and email. You will troubleshoot issues, meet performance targets, and stay updated on product features. The position demands strong communication skills, problem-solving abilities, and experience in a customer-facing role. A mandatory virtual training period is included, and Squarespace offers a comprehensive benefits package.

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

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

• Medical, dental, vision plan bundle with 100% covered premiums Coverage will be effective the first of the following month based on submission of enrollment documents
• Fertility and adoption benefits
• 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)