Customer Support Advisor, Italian
Squarespace
Customer Support Advisor, Italian Speaker
Squarespace
full-time
Posted on:
Origin: • 🇮🇪 Ireland
Visit company websiteJob 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. Our team runs 24/7 with about 400 people between New York, Dublin, Australia and a remote workforce. Customer Support Advisors are working with our customers every day to ensure that they are achieving success with our products. In this role, you will use your product knowledge and support experience to create customer experiences that not only resolve customer issues, but advocate for our brand.
- This remote role reports to a Customer Support Team Lead. You must have both spoken and written fluency in English and Italian.
- 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 our primary channel of support in this role.
- Guide customers through the process of getting started which includes 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)
- Spoken and Written fluency in English 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
