Customer Support Associate

6 days ago


New York, New York, United States Squarespace Full time

About This Role


We are seeking a highly skilled Customer Support Associate to join our team at Squarespace. In this role, you will be responsible for providing exceptional customer service to our users, troubleshooting and resolving account-related issues, and staying up-to-date on new product features and improvements.


Responsibilities



  • Respond to customer-submitted live chats and emails in a timely manner
  • Troubleshoot and guide customers through questions and issues with their Account, Billing, 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

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
  • Currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, Utah

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
  • Retirement benefits with employer match
  • Flexible paid time off
  • Up to 20 weeks of paid family leave
  • Equity plan for all employees
  • $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)


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