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Customer Support Associate
SquarespaceCustomer Support Associate assisting users with account questions and issues remotely at Squarespace. Resolving inquiries through live chat and email while ensuring customer satisfaction.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer-facing experiencetroubleshootingwritten communicationdecoding conversationsprioritizing requests
Soft Skills
timelinessindependenceattention to detailcustomer focusdependability