Customer Support Associate (Remote)

WebHosting; New York (NY); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical plans with premiums covered

Health Savings Account

Fertility and adoption benefits

Retirement with employer match

Flexible paid time off

Parental and family leave

Employee ERGs

Job summary

Squarespace is seeking a remote Customer Support Associate to help customers with their accounts, billing, domains, and other inquiries. You will join a 24/7 team with about 450 people across New York, Dublin, and a remote workforce, reporting to a Team Lead.

Training runs Sept 28 to Oct 9, and you must reside in eligible US states. You will handle live chats and emails, resolve issues, and strive for high Quality, Productivity, and CSAT scores while staying current with product updates.

Qualifications

• Must live in Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah.
• Must have a dedicated home office setup with reliable internet.
• Experience responding to customer chats and emails.

Responsibilities

• Respond to customer live chats and emails in a timely manner.
• Troubleshoot and guide customers through Account, Billing, Domain, or other inquiries.
• Meet targets across Quality, Productivity and Customer Satisfaction.
• Stay up to date on new product features and improvements.
• Identify isolated customer experiences and escalate important issues.

Skills

Customer service

Communication

Problem solving

Time management

Job description

Remote Full-time Not specified Customer Support

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 approximately 450 people between New York, Dublin, and a remote workforce. Customer Support Associates are on the front line 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 fromSeptember 28th – October 9th.To be eligible for this role you will need to live in one of the following states:Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee,orUtah.

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 live chats and emails in a timely manner – live chat is our primary channel, with queue-based work making up around 90% of the 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 escalated important issues
• A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision
• Supplemental Life and Disability Insurance plans
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 12 weeks paid parental leave and family care leave
• Employee donation match to community organizations
• 7 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $18.50 USD per hour

The rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.

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 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, 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.

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.

If you plan to use AI in any capacity during your candidate journey, please review our Candidate AI Policy .