Customer Support Associate

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 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 & Perks A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision Supplemental Life and Disability Insurance plans Health Savings Account with Squarespace funding Fertility and adoption benefits Headspace mindfulness app subscription Global Employee Assistance Program Retirement benefits with employer match Flexible paid time off 12 weeks paid parental leave and family care leave $100 per month remote Stipend Education reimbursement Employee donation match to community organizations 7 Global Employee Resource Groups (ERGs) Cash Compensation Range: $18.50 USD per hour The rate for this position will vary based on job-related criteria including relevant skills,