Squarespace Remote Work From Home Customer Support Associate
: Job Details :

Squarespace Remote Work From Home Customer Support Associate 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 mannerQueue-based, typing work will account for approximately 90% of the roleLive Chat is our primary channel of support in this roleTroubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiriesIndependently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chatStay up to date on new product features and improvementsIdentify 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 us1+ 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 errorsProficiency with decoding conversations, identifying the cause, and aligning on end goalsCapability of prioritizing competing requestsFamiliarity with the Squarespace platformConsistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focusedCurrently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, UtahA choice between medical plans with an option for 100% covered premiumsHealth Savings Account with Squarespace fundingFertility and adoption benefitsSupplemental Insurance plansHeadspace mindfulness app subscriptionRetirement benefits with employer matchFlexible paid time offUp to 20 weeks of paid family leaveEquity plan for all employeesAccess to supplemental insurance plans for additional coverageEmployee donation match to community organizations6 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. #J-18808-Ljbffr