Customer Support Advisor (Remote, West Coast)

Acuity Scheduling allows businesses to offer online booking and effortlessly manage their appointments. We are a market leader, serving more than 90,000 businesses of all sizes and handling tens of millions of appointments each year. Our mission is to make scheduling easy, so our customers have more time to focus on what they enjoy most in life.

We are looking for an empathetic human in search of a customer-centric career working remotely to support our customer's needs. We are a connected, collaborative, unique remote team where you can show up as your authentic self while helping entrepreneurs and small business owners succeed. Our Squarespace Customer Operations guiding philosophy is to be thoughtful, caring, and efficient in supporting customers.

This remote role reports to a Customer Support Team Lead. You will begin on Monday, August 7, 2023.

You'll Get To...

• Identify system issues and communicate with our Product Operations team
• Keep up-to-date on new product features and improvements
• Achieve set targets for pace and quality in live chat and email
• Engage our customers through live chat and email in a thoughtful, caring and efficient manner
• Identify non-standard customer experiences and escalate issues
• Troubleshoot straightforward and complex customer issues
• Collaborate with teammates to learn and improve ways of working together and helping each other and our customers

Who We're Looking For

• Uninterrupted, reliable network connection
• Ability to work Pacific Standard Time Hours
• Capable managing ambiguity and adapting to change
• Must be available for a consistent daily shift for a schedule of 40 hours a week, with weekend and holiday coverage when our customers need us
• Previous customer support experience a bonus
• A quiet, distraction-free work space within a dedicated room. This room will need a door that you can shut, an ergonomic chair and a desk
• To be eligible for this role you will need to live in one of the following states: Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Virginia, Washington, or Wisconsin
• Comfortable working in a independently and collaboratively in a remote role
• Strong reading comprehension to help identify the cause of a problem
• Experience with dynamic writing skills with strengths in grammar and spelling

Benefits & Perks

• $100 per month remote Stipend
• Up to 20 weeks of paid family leave
• Employee donation match to community organizations
• A choice between medical plans with an option for 100% covered premiums
• Flexible paid time off
• Retirement benefits with employer match
• Equity plan for all employees
• Access to supplemental insurance plans for additional coverage
• 6 Global Employee Resource Groups (ERGs)
• Supplemental Insurance plans
• Fertility and adoption benefits
• Health Savings Account with Squarespace funding
• Education reimbursement
• Headspace mindfulness app subscription

Cash Compensation Range: $52,000 - $71,000 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

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. Our team of more than 1,400 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information, visit www.squarespace.com.

Our Commitment

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, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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