Customer Support Advisor, German
Squarespace
full-time
Posted on:
Location: 🇮🇪 Ireland
Visit company websiteJob Level
Junior
About the role
- 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
- Remote role reporting to a Customer Support Team Lead
Requirements
- Open availability to work a 40 hour work week that spans weekends and holidays
- 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
- Spoken and Written fluency in English and German
- 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