Squarespace
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 approximately 450 people between New York, Dublin, and a remote workforce. Customer Support Associates are on the front line working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead. Your first two weeks at Squarespace will include mandatory virtual training from September 28th - October 9th. To be eligible for this role you will need to live in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah. Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements. You'll Get To… • 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 Who We're Looking For • 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 gramm