.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 account 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. You will begin on October 02 2023 and will work the hours of the Central time zone. You must have both spoken and written fluency in English and Portuguese (Brazilian Preferred). 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, 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. Bilingual fluency in English and Portuguese (Brazilian Preferred) 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 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: $37,232 – $44,720 USD The hourly rate for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors
