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 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 from September 7th remotely taking place in Ireland GMT.

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 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

Benefits & Perks

• Health insurance with 100% covered premiums for you, your spouse or partner and your dependent children including medical, dental, and vision
• Life and Income Protection
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Pension benefits with employer match
• Flexible paid time off
• 26 weeks paid maternity leave & 12 weeks paid paternity leave
• 2 weeks paid family care leave
• Annual Tax-Free Stipend
• Education reimbursement
• Employee donation match to community organizations
• 7 Global Employee Resource Groups (ERGs)

Cash Compensation Range: €32,500 EUR 

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.