Customer Support Associate (Remote)

Squarespace

2d•Remote

About The Position

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. Customer Support Associates are on the front line 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. Your first two weeks at Squarespace will include mandatory virtual training from September 28th - October 9th. To be eligible for this role you will need to live in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah. 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.

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

Responsibilities

Respond to customer live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the 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