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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 day to ensure that issues with their accounts are resolved promptly.
- You will use your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users but advocate for our brand.
- This remote role reports to a Customer Support Team Lead in Australia.
- Your first two weeks at Squarespace will include mandatory virtual training from April 8, through April 18, 2025.
- Candidates must currently live within New South Wales Australia.
- Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection.
- Please note that we do not support digital nomad lifestyles or international work arrangements.
Responsibilities:
- Respond to customer-submitted live chats and emails 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 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).
- Currently live in New South Wales Australia.
- 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:
- SQSP paid Group Life and Income Protection Benefits.
- 16 weeks fully paid Parental Leave (birth and non-birth).
- Global Employee Assistance Program.
- Fertility and adoption benefits.
- Headspace mindfulness app subscription.
- Flexible paid time off.
- All statutory leaves, as required.
- Education reimbursements.
- 6 Global Employee Resource Groups (ERGs).
