Customer Support Associate (Remote - Hawaii)

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Requirements:

• Open availability to work a 40-hour work week that spans weekends and holidays.
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Expertise with written communication and ability to spot spelling and grammar errors.
• Proficiency in decoding conversations, identifying the cause, and aligning on end goals.
• Capability to prioritize competing requests.
• Familiarity with the Squarespace platform.
• Consistent and dependable WiFi and a personal workspace that allows you to be distraction-free and fully customer-focused.
• Currently live in Hawaii.

Responsibilities:

• Respond to customer-submitted live chats and emails in a timely manner.
• Queue-based typing work will account for approximately 90% of the role.
• Live Chat is the primary channel of support in this position.
• 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.