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 about 400 people between New York, Dublin and Portland and a remote workforce. Customer Support Advisors are working with our customers every day to ensure that they are achieving success with website creation and our CMS products.
As a Foundational Advisor, you will gain experience, build your product knowledge and learn tools to create customer experiences that not only resolve customer issues, but advocate for our brand.
This remote entry-level Customer Support Advisor role reports to a remote Customer Support Team Lead that is based on the East Coast. You must be available to start on Monday, October 31, 2022, followed by two weeks of training. *Must be able to work Eastern Time Zone*
Responsibilities:
- Answer customers’ queries concurrently in live chat and respond to customer submitted email requests.
- Independently guide customers through the process of getting started which includes 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.
Qualifications:
- 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.
Benefits & Perks
- Health insurance with 100% premium covered for you and your dependent children
- Fertility and adoption benefits
- Retirement benefits with employer match
- Flexible vacation & paid time off
- Up to 20 weeks of paid family leave
- Equity plan for all employees
- Pretax commuter benefits
- Education reimbursement