Customer Support Associate

Full Job Description
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 almost 400 people between New York, Dublin and Portland. We are experiencing a record-high volume of customer interactions and could use your help empowering our customers to become experts with our products!

Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with billing or 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 is a part-time and remote role with schedules that range from 8-24 hours a week. You will report into a Customer Support Team Lead.

The start date for this role is Monday, October 12th and you will need to live in Oregon or Washington to be eligible for this role.

RESPONSIBILITIES

  • Respond to customer-submitted email requests and live chats in a timely manner
  • Queue-based typing work will account for approximately 90% of the role
  • Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
  • Achieve set targets across Quality and Productivity in email and live-chat
  • Stay up to date on new product features and improvements
  • Identify and communicate system issues to our Product Solutions team
  • Identify non-standard customer experiences and escalate issues, as appropriate


QUALIFICATIONS

  • Resides in Oregon or Washington and lives within commutable distance to our Portland office (311 SW Washington St. Portland, OR 97204)
  • Available to remotely work 8-24 hours weekly in a shift starting at 10am PT (including weekends and holidays)
  • Available for mandatory remote training October 12th – 23rd & 26th 10am – 3:30pm PT then December 15th – 18th 10am – 3:30pm PT
  • Consistent and dependable WiFi
  • A personal workspace that allows you to be free from distraction and fully customer focused
  • Strong written communication skills with accurate grammar and spelling; fast and accurate typist
  • Strong reading comprehension skills with the ability to identify the root cause of a problem
  • Customer-facing experience (retail, hospitality, online support, etc.) is a plus

BENEFITS & PERKS

  • Paid sick time
  • Retirement benefits with employer match
  • Fertility and adoption benefits
  • Education reimbursement

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world's most iconic businesses — to share their stories with the world. Squarespace's team of more than 1,100 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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