[Remote-Position] Customer Support Associate
Fit right into our supportive and forward-thinking team as a Customer Support Associate! Embrace a modern work style with this fully Remote opportunity. This position requires a strong and diverse skillset in relevant areas to drive success. We offer a clear and simple compensation of a competitive salary for this position.
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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. 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. For more information about our company culture, visit https://www.squarespace.com/about/careers. Our 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. Apply Job!Â
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