Customer Support Associate - West Coast (Remote)
Customer Support Associate - West Coast (Remote)
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Job Description
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.
Your first two weeks at Squarespace will include mandatory virtual training from September 08 - September 19remotely taking place in the Pacific Timezone. You must currently live in the following states to apply: Arizona Idaho Utah New Mexico Oregon or Washington.
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.
Youll Get To
- 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
Who Were Looking For
- 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: Arizona Idaho Utah New Mexico Oregon or Washington.
Benefits & Perks
- 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
- 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
- 8 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $17.55 USD per hour
The hourly rate for this position will vary based on job-related criteria including relevant skills experience and location among other factors. Some roles may be eligible for overtime pay.
About Squarespace
Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence build an audience monetize and scale their business. Our suite of products range from websites domains ecommerce and marketing tools as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1500 is headquartered in bustling New York City with offices in Dublin Ireland Aveiro Portugal and coworking spaces in the UK Netherlands and Australia. For more information about our company culture visit Commitment Today more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers but we also work toward the same in our employees. At Squarespace we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion national origin gender sex gender identity or expression sexual orientation age citizenship marital or parental status disability veteran status or other class protected by applicable law. We are proud to be an equal opportunity workplace. Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process. Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.
#LI-Remote #LI-BW1
Required Experience:
IC
Employment Type
Full-Time
