Customer Support Associate (Remote)

Job Description

• Respond to customer-submitted live chats and email 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

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 • Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused • Currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, Utah

Benefits

• 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)