Customer Support Associate

SquareSpace


3 weeks ago

05/27/2019 11:53:27

Job type: Other

Hiring from: Americas

Category: Customer Support


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 over 300 people between New York, Dublin and Portland.


The Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with billing or 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 role will be remote (work from home), with the exception of on site training and periodic on site coaching and mentoring sessions. This role will be part time, with schedules that range from 8-24 hours a week. 


This role reports into a Customer Operations Team Lead and is based remotely in the New York City area.


RESPONSIBILITIES


Respond to customer-submitted email requests and live chats in a timely manner

Queue-based, typing, work will account for approximately 90% of the role

Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries

Achieve set targets across Quality and Productivity in email and live-chat

Stay up to date on new product features and improvements

Identify and communicate system issues to our Product Solutions team

Identify non-standard customer experiences and escalate issues, as appropriate

QUALIFICATIONS


Available to work shifts ranging from early morning to late night, including weekends and holidays, 8-24 hours, weekly

Consistent and dependable WiFi

A personal workspace that allows you to be free from distraction and fully customer focused

Strong written communication skills with accurate grammar and spelling; fast typist

Strong reading comprehension skills with the ability to identify the root cause of a problem

Customer support experience via Live Chat is a plus

Customer-facing experience a plus (retail, hospitality, online support, etc.)

Given the part-time nature of this role, this role is not eligible for health benefits or PTO but is eligible for paid sick leave and invited to participate in our 401(k) program.


Resumes without a cover letter will not be considered.


About Squarespace


Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 900 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.


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 customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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