Log In
Sign Up
Summary:
- 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 about 400 people between New York, Dublin, Portland, and a remote workforce.
- Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner.
- You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand.
- This remote role reports to a Customer Support Team Lead.
Responsibilities:
- Respond to customer-submitted live chats and email in a timely manner.
- Queue-based, typing work will account for approximately 90% of the role.
- Live Chat is our primary channel of support in this role.
- 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 workweek 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.
- Must currently live in: Arizona, Iowa, Kansas, New Mexico, Missouri, Mississippi, South Dakota, Tennessee, Texas, Utah, or Wisconsin.
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 (available January 2025).
- 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).
