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 day to ensure that issues with their accounts are resolved promptly. You will use your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users but advocate for our brand.This remote role reports to a Customer Support Team Lead in Dublin, Ireland. You will begin on November 06, 2023, and must be available for mandatory training through November 17, 2023. You must have both spoken and written fluency in English and French.You'll Get To…Respond to customer-submitted live chats and emails in a timely mannerQueue-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 inquiriesIndependently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.Stay up to date on new product features and improvementsIdentify isolated customer experiences and escalate important issues.Who We're Looking ForOpen availability to work a 40 hour work week that spans weekends and holidays as our customers need us.Bilingual fluency in English and French1+ 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.Benefits & PerksA choice between medical plans with an option for 100% covered premiumsHealth Savings Account with Squarespace fundingFertility and adoption benefitsSupplemental Insurance plansHeadspace mindfulness app subscriptionRetirement benefits with employer matchFlexible paid time offUp to 20 weeks of paid family leaveEquity plan for all employees$100 per month remote stipendAccess to supplemental insurance plans for additional coverageEducation reimbursementEmployee donation match to community organizations6 Global Employee Resource Groups (ERGs)About SquarespaceSquarespace (NYSE: SQSP) 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, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.Our CommitmentToday, 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.
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