Squarespace

Customer Support

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is the primary channel of support
• Troubleshoot and guide customers through Account, Billing, Domain, and 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
• Report to a Customer Support Team Lead and act as a positive advocate of the Squarespace brand
• Participate in mandatory virtual training during first two weeks

Customer Support Associate

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work accounts for approximately 90% of the role
• Live chat is the primary channel of support
• Troubleshoot and guide customers through Account, Billing, Domain, and 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
• Act as a positive advocate for the Squarespace brand, leveraging system knowledge to resolve customer issues

Customer Support Associate, French Speaker

• 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

Customer Support Advisor, Italian

Product Manager

• Lead development of next-generation domain name generation and ranking algorithms for Squarespace Domains using ML, LLMs, and customer data
• Own the product vision and roadmap for the Domain Search platform from query to add-to-cart, aligning with Domains growth and company goals
• Drive ML-powered ranking and personalization; define and track core metrics such as conversion, add-to-cart rate, ASP, result quality, and mix shift
• Integrate LLMs and hybrid in-house models to support contextual search results and style-guided name suggestions with internationalization in mind
• Enable premium domain marketplace integration and premium-ranking improvements to expand selection and increase perceived value
• Build and scale core infrastructure including reusable APIs and services (e.g., availability checks, validations, zone file caching)
• Partner with Growth and Design on search UX, including sorting, filtering, save/shortlist, and decisioning confidence
• Collaborate with Engineering Management, Staff Engineers, Data Science, and Registry Operations to plan releases and ensure operational excellence and security
• Establish a rigorous experimentation and feedback loop: instrument behavioral analytics, run A/B tests, and use purchase and click feedback to drive continuous improvements
• Monitor the competitive landscape and vendor ecosystem to inform opportunities
• Communicate strategy, progress, and outcomes to executives and cross-functional partners
• Senior individual-contributor role reporting to the VP of Product; can be based in NYC headquarters or remote within the U.S.; success measured by impact on conversion, average sale price, suggestion quality, and customer lifetime value.

Customer Support Associate

Customer Support Associate, French Speaker

Customer Support Advisor, Italian

Staff Product Manager, Domains Search