Remote Customer Support Associate (Remote)

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 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, or Utah. 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 roleTroubleshoot and guide customers through questions and issues with their Account, Billing, Domain, 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 issuesWho We're Looking ForOpen 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 focusedBenefits & PerksA choice between medical plans with an option for 100% covered premiums including medical, dental, and visionSupplemental Life and Disability Insurance plansHealth Savings Account with Squarespace fundingFertility and adoption benefitsHeadspace mindfulness app subscriptionGlobal Employee Assistance ProgramRetirement benefits with employer matchFlexible paid time off12 weeks paid parental leave and family care leave$100 per month remote StipendEducation reimbursementEmployee donation match to community organizations7 Global Employee Resource Groups (ERGs)Cash Compensation Range:  $18.50 USD per hourThe 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 SquarespaceSquarespace 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 CommitmentToday, 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.#LI-RemoteThank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process. 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.