.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. You must be available to begin on Monday, December 4, 2023, and currently live in New South Wales Australia. 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 38 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). Currently live in New South Wales Australia 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 Fertility and adoption benefits Headspace mindfulness app subscription Flexible paid time off All statutory leaves, as required Equity plan for all employees Education reimbursements 6 Global Employee Resource Groups (ERGs) About Squarespace Squarespace (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
