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, 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 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 remote role reports to a Customer Support Team Lead.

Your first two weeks at Squarespace will include mandatory virtual training from February 18 to February 28, 2025 taking place in Pacific Time. This is a remote position and you must currently live within: Arizona, Utah, New Mexico, Oregon or Washington.

Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements.

You'll Get To…

  • 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, Domain, 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)
  • 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 in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington. 

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
  • Global Employee Assistance Program
  • Retirement benefits with employer match
  • Flexible paid time off
  • 20 weeks for parental leave and up to 12 weeks to care for an ill family member
  • $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: $17.55 USD per hour

The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to receive an incentive award as part of their total compensation.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.squarespace.com/about/careers.

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 customers, but we also work toward 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.

#LI-Remote #LI-BW1

Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.

 

Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.

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US Voluntary Completion: Self-Identification

Squarespace is proud to be an equal opportunity workplace and is deeply committed to providing a fair and equitable experience for all candidates, employees and customers. Our Diversity & Inclusion efforts focus on uplifting the experiences and perspectives of underrepresented groups and enabling everyone to do work that draws out the best in all of us. 

You are invited to voluntarily self-identify your gender and race/ethnicity below.  Your answers will not affect your opportunity for employment, or terms or conditions of employment. Any information you provide will be treated confidentially and this form, which will be used for EEO-1 reporting purposes, will be kept separate from all other personnel records, only accessible by authorized personnel (including, e.g., select members of the People Team). 

Please click here to read our full Candidate Privacy Statement.

Please click here to learn more about diversity and inclusion at Squarespace. 

Race/Ethnicity definitions as provided by the EEOC

Please note that if you choose not to self-identify your race/ethnicity at this time, the federal government requires us to determine this information by visual survey and/or other available information based on the following definitions: 

  • Asian: A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.
  • Black or African American: A person having origins in any of the black racial groups of Africa.
  • Hispanic or Latino: A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.
  • Native American or Alaska Native: A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment.
  • Native Hawaiian or Pacific Islander: A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands.
  • White: A person having origins in any of the original peoples of Europe, the Middle East, or North Africa.
  • Two or More Races: All persons who identify with more than one of the five races listed above (White, Black or African American, Native Hawaiian or Pacific Islander, Asian, Native American or Alaska Native). For the purposes of this group, identifying as Hispanic or Latino and only one of the listed 5 race groups does NOT qualify.
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