Customer Support Associate — Hawaii

At Squarespace, Customer Operations empowers users to give voice to their ideas and makes 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 accounts 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 based in Hawaii. You will begin on Monday, July 17, 2023, and must be able to work the hours of the Hawaii-Aleutian Standard Time.
You'll Get To…

• Live Chat is our primary channel of support in this role.
• Stay up to date on new product features and improvements
• 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
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
• Respond to customer-submitted live chats and emails in a timely manner
• Identify isolated customer experiences and escalate important issues.

Who We're Looking For

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

Benefits & Perks

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

Cash Compensation Range: $35,800 USD
The base salary for this position will vary based on job-related criteria including relevant skills, qualifications, 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 customers, but we also work toward 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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