Remote Customer Support Specialist - Live Chat & Email

Squarespace; United States; Remote; USD 38,000 - 44,000; Full time

Benefits offered by this job

Medical plans

Fertility benefits

Headspace app

Retirement with employer match

Flexible paid time off

Parental leave

Commuter benefit

Education reimbursement

ERGs

Dog-friendly workplace

Free lunch

Hack week

Job summary

Squarespace is seeking a Remote Customer Support Associate to respond to live chats and emails, troubleshoot account, billing, and domain questions, and meet targets for quality, productivity, and customer satisfaction. You will stay current with product updates and identify issues to elevate.

Open availability for a 40-hour week including weekends/holidays is required, with 1+ years of customer-facing experience. A dependable home office setup and Wi-Fi are essential.

Qualifications

• 1+ years of customer-facing experience in a similar role.
• Strong written communication with attention to grammar and clarity.
• Ability to decode conversations and identify resolution paths.
• Prioritization of competing requests in a fast-paced environment.

Responsibilities

• Respond to customer live chats and emails in a timely manner, with chat as the primary channel.
• Troubleshoot and guide customers through Account, Billing, Domain, or other inquiries.
• Independently meet targets across Quality, Productivity and Customer Satisfaction.
• Stay up to date on new product features and improvements.
• Identify isolated customer experiences and elevate important issues.

Skills

Customer service

Written communication

Conversation decoding

Time management

Job description

Squarespace is seeking a Remote Customer Support Associate to respond to live chats and emails, troubleshoot account, billing, and domain questions, and meet targets for quality, productivity, and customer satisfaction. You will stay current with product updates and identify issues to elevate.

Open availability for a 40-hour week including weekends/holidays is required, with 1+ years of customer-facing experience. A dependable home office setup and Wi-Fi are essential.