Customer Support Associate (Remote)

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with approximately 450 people between New York, Dublin, and a remote workforce. As a Customer Support Associate, you will work with customers every day to resolve issues with their account in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users and be a positive advocate of our brand.

Responsibilities:

• Respond to customer live chats and emails in a timely manner, with live chat being our primary channel
• 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

Requirements:

• Open availability to work a 40-hour work week that spans weekends and holidays
• 1+ year of customer-facing experience in a similar role
• 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

Benefits & Perks:

• A choice between medical plans with an option for 100% covered premiums
• Fertility and adoption benefits
• Access to supplemental insurance plans for additional coverage
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 12 weeks paid parental leave and family care leave
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 7 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop
• Hack week twice per year