Customer Support Advisor

Squarespace Scheduling allows businesses to offer online booking and effortlessly manage their appointments. We are a market leader, serving more than 90,000 businesses of all sizes and handling tens of millions of appointments each year. Our mission is to make scheduling easy, so our customers have more time to focus on what they enjoy most in life.

We are looking for an empathetic human in search of a customer-centric career working remotely to support our customer's needs. We are a connected, collaborative, unique remote team where you can show up as your authentic self while helping entrepreneurs and small business owners succeed. Our Squarespace Customer Operations guiding philosophy is to be thoughtful, caring and efficient in supporting customers.

This remote role reports to a Customer Support Team Lead. You must be available to start on Monday, March 21, 2022, followed by two weeks of training.

Responsibilities

• Engage our customers through live chat and email in a thoughtful, caring and efficient manner
• Troubleshoot straightforward and complex customer issues
• Keep up-to-date on new product features and improvements
• Collaborate with teammates to learn and improve ways of working together and helping each other and our customers
• Achieve set targets for pace and quality in live chat and email
• Identify system issues and communicate with our Product Operations team
• Identify non-standard customer experiences and escalate issues

Qualifications

• Must be available for a consistent daily shift for a schedule of 40 hours a week, with weekend and holiday coverage when our customers need us
• Experience with dynamic writing skills with strengths in grammar and spelling
• Strong reading comprehension to help identify the cause of a problem
• Comfortable working in a independently and collaboratively in a remote role
• Capable managing ambiguity and adapting to change
• Previous customer support experience a bonus
• A quiet, distraction-free work space within a dedicated room. This room will need a door that you can shut, an ergonomic chair and a desk
• Uninterrupted, reliable network connection

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
• Commuter benefit in the form of reduced tax
• Education reimbursement
• Employee donation match to community organizations
• 7 Employee Resource Groups across locations

About Squarespace

Squarespace is a leading all-in-one website building and ecommerce platform that enables millions to build a brand and transact with their customers in an impactful and beautiful online presence. Our suite of products enables anyone at any stage of their journey to manage their projects and businesses through websites, domains, ecommerce, marketing tools, and scheduling, along with tools for managing a social media presence with Unfold and hospitality business management via Tock. Squarespace democratizes access to best-in-class design, helping our customers in approximately 200 countries and territories maintain consistent branding across all digital touchpoints to stand out online. Our team of more than 1,400 is headquartered in downtown New York City, with offices in Dublin, Ireland, Portland, Oregon, Los Angeles, California and Chicago, Illinois. For more information, visit www.squarespace.com.

Our Commitment

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.