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Client Support Specialist

2 months ago

New York, New York, United States Squarespace Full time

About the Role

At Squarespace, our Customer Operations team is dedicated to empowering users to express their ideas and provide seamless assistance when needed. Operating around the clock, our diverse team of approximately 400 professionals collaborates from various locations, including remote settings. As a Customer Support Associate, you will be at the forefront, engaging with customers daily to ensure their account-related issues are addressed promptly and effectively. Your expertise in our systems and your commitment to exceptional service will not only resolve user challenges but also promote our brand positively.

Training and Work Environment

Your initial two weeks will involve mandatory virtual training conducted in Central Time. This position requires you to reside in specific states.

Key Responsibilities

  • Manage customer inquiries through live chat and email efficiently.
  • Engage in typing tasks, which will constitute around 90% of your responsibilities.
  • Utilize Live Chat as the primary support channel.
  • Assist customers with their Account, Billing, and other transactional questions.
  • Achieve targets in Quality, Productivity, and Customer Satisfaction across email and live chat interactions.
  • Stay informed about new product features and enhancements.
  • Recognize unique customer experiences and escalate significant issues when necessary.

Qualifications

  • Availability to work a full-time schedule, including weekends and holidays.
  • Minimum of 1 year of experience in a customer-facing role (e.g., retail, hospitality, online support).
  • Strong written communication skills with attention to detail.
  • Adept at understanding conversations, identifying root causes, and aligning on objectives.
  • Ability to prioritize multiple requests effectively.
  • Familiarity with the Squarespace platform is a plus.
  • Reliable internet connection and a distraction-free workspace.
  • Must reside in designated states.

Benefits and Perks

  • Choice of medical plans with potential for fully covered premiums.
  • Health Savings Account with contributions from Squarespace.
  • Support for fertility and adoption.
  • Supplemental insurance options.
  • Subscription to the Headspace mindfulness app.
  • Retirement benefits with employer matching.
  • Flexible paid time off policy.
  • Up to 20 weeks of paid family leave.
  • Equity plan available for all employees.
  • Monthly stipend for remote work expenses.
  • Access to additional insurance plans for extra coverage.
  • Education reimbursement opportunities.
  • Employee donation matching for community initiatives.
  • Participation in Global Employee Resource Groups (ERGs).

Compensation

The hourly wage for this position will be determined based on various job-related factors, including skills, qualifications, experience, and location.

In addition to the cash compensation mentioned, all employees at Squarespace are eligible for equity as part of their overall compensation package.