Squarespace

Customer Support Advisor, Italian

Squarespace

full-time

Posted on:

Origin:  • 🇮🇪 Ireland

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Job Level

Junior

About the role

  • At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help
  • Work as a Customer Support Advisor reporting to a Customer Support Team Lead
  • Answer customers' queries concurrently in live chat and respond to customer submitted email requests
  • Queue-based, typing work will account for approximately 90% of the role
  • Live Chat is the primary channel of support in this role
  • Guide customers through getting started including website setup, adding site content and design options
  • 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

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)
  • You must have both spoken and written fluency in English and Italian.
  • Spoken and Written fluency in Spanish and Italian.
  • 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