Customer Support Associate (West Coast - Remote)

Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements.

You'll Get To...

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

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

• Live Chat is our primary channel of support in this role

• 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

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us

• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)

• Expertise with written communication and the ability to spot spelling and grammar errors

• Proficiency with decoding conversations, identifying the cause, and aligning on end goals

• Capability of prioritizing competing requests

• Familiarity with the Squarespace platform

• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

• Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington.

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums

• Health Savings Account with Squarespace funding

• Fertility and adoption benefits

• Supplemental Insurance plans

• Headspace mindfulness app subscription

• Global Employee Assistance Program (available January 2025)

• Retirement benefits with employer match

• Flexible paid time off

• 20 weeks for parental leave and up to 12 weeks to care for an ill family member

• $100 per month remote Stipend

• Access to supplemental insurance plans for additional coverage

• Education reimbursement

• Employee donation match to community organizations

• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $17.55 USD per hour

The hourly rate 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), Squarespace employees are eligible to receive an incentive award as part of their total compensation.

About Squarespace

Squarespace 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 and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.squarespace.com/about/careers .

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.

#LI-Remote #LI-BW1

Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.

Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.