Customer Support Associate
New
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SquarespaceTechnology, E-commerce
Location: Remote, United States; To be eligible for this role you will need to live in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah.Full-TimeMiddle
Salary18.5 USD per hour
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Job Details
- Experience
- 1+ years customer-facing experience
- Required Skills
- Written communicationTroubleshootingCustomer support
Requirements
- 1+ years of customer-facing experience in a similar role (e.g., retail, hospitality, online support).
- Open availability to work a 40-hour work week that spans weekends and holidays.
- Expertise in written communication with strong attention to detail.
- Proficiency in troubleshooting, decoding conversations, and identifying root causes.
- Capability of prioritizing competing requests.
- Familiarity with the Squarespace platform.
- Ability to complete mandatory virtual training from September 28th - October 9th.
- Dedicated home office setup with a reliable, stable Wi-Fi connection.
- Personal workspace that allows for a distraction-free environment.
Responsibilities
- Respond to customer live chats and emails in a timely manner, focusing on live chat as the primary channel.
- Troubleshoot and guide customers through questions and issues related to Accounts, Billing, Domains, and transactional inquiries.
- Independently meet defined targets across quality, productivity, and customer satisfaction.
- Maintain up-to-date knowledge on new product features and platform improvements.
- Identify isolated customer experiences and escalate important issues.
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