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, Australia and a remote workforce. Customer Support Advisors are working with our customers every day to ensure that they are achieving success with our products. In this role, you will use your product knowledge and support experience to create customer experiences that not only resolve customer issues, but advocate for our brand.
This remote role reports to a Customer Support Team Lead. You must have both spoken and written fluency in English and German.
You'll Get To…
- Answer customers' queries concurrently in live chat and respond to customer submitted email requests.
- Queue-based, typing work will account for approximately 90% of the role.
- Live Chat is our primary channel of support in this role.
- Guide customers through the process of getting started which includes website setup, adding site content and design options.
- Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
- Learn about new product features and improvements related to the Squarespace platform.
- 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)
- Spoken and Written fluency in English and German.Â
- 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 & Perks
- Health insurance with 100% covered premiums for you, your spouse or partner and your dependent children including medical, dental, and vision
- Life and Income Protection
- Fertility and adoption benefits
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Pension benefits with employer match
- Flexible paid time off
- 26 weeks paid maternity leave & 12 weeks paid paternity leave
- 2 weeks paid family care leave
- Education reimbursement
- Employee donation match to community organizations
- 8 Global Employee Resource Groups (ERGs)
- Free lunch and snacks
- Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral
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 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.