Customer Support Associate (Colorado, Oregon, Washington)

At Squarespace, Customer Operations empowers users to give voice to their ideas and makes it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their accounts 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 based on the West Coast. You will begin on Monday, July 10, 2023, and must be able to work the hours of the Pacific time zone.

You’ll Get To…

• Respond to customer-submitted live chats and emails in a timely manner
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Troubleshoot and guide customers through questions and issues with their Account, Billing, 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).
• Currently live in: Oregon state, Washington state, or Colorado state
• 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
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $35,800 – $43,000 USD