Customer Support Associate

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Squarespace

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🤝 B2B

👥 B2C

☁️ SaaS

B2B • B2C • SaaS

Squarespace is a platform that provides website building and hosting services, allowing users to create and manage websites with ease. The company offers tools for blogging, e-commerce, and analytics, making it a comprehensive solution for individuals and businesses looking to establish an online presence.

📋 Description

• 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

🎯 Requirements

• 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

• 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)