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 February 18 to February 28, 2025 taking place in Pacific Time. This is a remote position and you must currently live within: Arizona, 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.
You'll 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 We're 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
- 6 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
In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to receive an incentive award as part of their total compensation.