Customer Support Associate

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 almost 400 people between New York, Dublin, Portland, and a remote workforce.

Customer Support Associates are working with our customers every day to ensure that issues related to their account, billing, domains, and custom email accounts are resolved. The Associate role requires handling our more transactional and time sensitive cases. You will be supporting our customers via Live Chat primarily, with occasional support via email as needed.

As an entry-level Associate, you will use your system knowledge developed through training and commitment to create customer experiences that not only resolve customer issues, but advocate for our brand.

This is a part-time and remote role with schedules that range from 8-24 hours a week.

This role will start on Monday, September 27th and reports into a Customer Support Team Lead.

All Squarespace employees are working remotely at this time. We are closely monitoring the status of COVID-19 as we continue our work to build a return-to-work plan that ensures a safe return to our offices and provides flexibility for our employees.

RESPONSIBILITIES

• Answer customers' queries concurrently in live chat and respond to customer submitted email requests.
• Guide customers through questions and issues with their Account, Billing, Domains, Custom Email Accounts or other transactional inquiries.
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
• Learn about new product features and improvements related to the Squarespace platform.
• Identify isolated customer experiences and escalate important issues.

QUALIFICATIONS

• Open availability to work schedules that range from 8-24 hours a week.
• 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.