Customer Support Associate (Remote)

Squarespace; New York (NY); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company is seeking a Customer Support Associate in New York. This role involves responding to customer inquiries via live chat and email, ensuring timely resolution of issues, and providing an exceptional customer experience. Candidates should possess excellent written communication skills and have 1+ years of experience in a customer-facing role. Flexible working hours and comprehensive benefits are offered.

Benefits

Medical plans with 100% covered premiums

Health Savings Account with 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

Employee donation match to community organizations

Qualifications

• 1+ years customer-facing experience required.
• Expertise with written communication and the ability to spot errors.
• Capability of prioritizing competing requests.

Responsibilities

• Respond to customer-submitted live chats and emails.
• Troubleshoot and guide customers through account issues.
• Meet targets across Quality, Productivity, and Customer Satisfaction.

Skills

Written communication

Problem-solving

Customer focus

Attention to detail

Job description

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 July 29 to August 9 taking place in Central Time. To apply, you must currently live within : Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, or Utah.

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, 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 within : Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, Utah
• 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
• Access to supplemental insurance plans for additional coverage
• 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, qualifications, 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), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

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