Squarespace
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New York, NY
Remote

Customer Support Advisor, Acuity (Remote)

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Acuity Scheduling allows businesses to offer online booking and effortlessly manage their appointments. Acuity, which became a Squarespace company in 2019, is 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 help businesses who rely on appointments do more of what they enjoy.

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 guiding philosophy in support at Acuity is to be fast, accurate, and human.

This is a US based remote role that reports into a Team Lead. The role will begin on Monday, September 28th.

RESPONSIBILITIES

  • Engage our customers via email and live chat with your dynamic writing skills in a fast, accurate and human way.
  • Use established workflows to serve the most valuable tickets to your inbox
  • Problem-solve and troubleshoot straightforward and complex customer issues 
  • Be an engaged member of the support team participating in projects and specialized support as needed
  • Stay up to date on new product features and improvements
  • Collaborate and communicate with teammates to learn, improve, and iterate on new ways of working together and helping each other and our customers

QUALIFICATIONS

  • Must be available to be part of a cohort that covers one of the following Monday-Friday shifts: 
    • 1pm - 10pm PT / 4pm - 1am ET
    • 11:30am - 8:30pm PT / 2:30pm - 11:30 pm ET
    • 7:30am - 4:30pm PT / 10:30am-7:30pm ET
  • Must be available for a consistent daily shift for a schedule of 40 hours a week with occasional weekend and holiday coverage when our customers need us.
  • Must be available for remote training starting on Monday, September 28th: 
    • September 28th - October 23rd: 9am - 6pm PT / 12pm - 9pm ET
  • To be eligible for this role, you will need to live in one of the following states: California, 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
  • Exceptional writing skills with strengths in grammar and spelling 
  • Strong reading comprehension skills with an innate curiosity to help identify the root cause of a problem
  • Comfortable working autonomously in a remote role
  • Experience with CSS, HTML, JavaScript, Acuity Scheduling, or Squarespace is a huge plus
  • 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
  • Uninterrupted, reliable network connection

PERKS

  • Health insurance with 100% premium covered for you and your dependent children
  • Flexible vacation & paid time off
  • 401(k) plan with employer match
  • Equity plan for all employees
  • Up to 20 weeks of paid family leave
  • Fertility and adoption benefits
  • Education reimbursement

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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What are Squarespace Perks + Benefits

Squarespace Benefits Overview

Flexible PTO policy for full time employees
20 weeks paid leave to welcome a child through any of the ways to form a family for all genders
Up to 12 weeks paid personal care leave
Up to 20 weeks paid leave to care for a family member
Bereavement leave for loss of a loved one
$20,000 benefit for fertility planning & treatment, adoption & surrogacy
Unlimited free virtual family planning visits with OB/GYNs, doulas & midwives
Subsidized backup care for family, infant, child, adult, or elder dependents
Employee Assistance Plan (EAP) to support child care & parenting, helping aging parents & more
Virtual counseling sessions with licensed therapists fully covered with HealthJoy
100% paid Headspace app subscriptions
Access to mental healthcare apps, Talkspace & Ginger
100% paid premiums on health benefits for you, your dependent children & domestic partner
$5,000 tuition reimbursement per year
2 complimentary Squarespace sites & subscription to Unfold

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Squarespace offers virtual counseling sessions with licensed therapists fully covered with HealthJoy. 100% paid Headspace app subscriptions and access to mental healthcare apps, Talkspace & Ginger.
Financial & Retirement
401(K)
401(K) matching
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
All employees have full access to LinkedIn Learning.
Online course subscriptions available

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