Customer Support Associate (Part Time, Remote) at Squarespace

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At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with almost 400 people between New York, Dublin and Portland.

The Customer Support Associates are on the front lines working with our customers to ensure fast and accurate resolution of transactional issues with billing, domains, or their account. 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 role is queue-based, involving typing responses approximately 90% of the time.

This is a part-time remote role (work from home), with the exception of a few potential in-office meetings and other optional team gatherings. Working schedules range from 8-24 hours a week. 

This role will start on Tuesday, June 2nd and reports into a Customer Support Team Lead.

RESPONSIBILITIES

  • Respond to transactional customer-submitted email and live chats quickly and accurately
  • Guide customers through questions and issues with their Account, Billing, Domains, or other transactional inquiries using pre-written responses with some customization
  • Achieve and maintain above set expectations across Quality and Productivity 
  • Stay up to date on new product features with relation to Member Accounts, Billing, and Domains
  • Complete small, well-defined tasks while building confidence in and experience with our product and processes 

QUALIFICATIONS

  • Available to work shifts ranging from early morning to late night, including weekends and holidays, 8-24 hours weekly
  • Consistent and dependable internet connectivity 
  • A personal workspace that allows you to be free from distraction and fully customer focused 
  • Written communication skills with accurate grammar and spelling; fast typist
  • Reading comprehension skills with the ability to understand the customers situation
  • Customer support experience via Live Chat is a plus
  • Customer-facing experience a plus (retail, hospitality, online support, etc.)

BENEFITS

  • PTO and paid sick leave entitlement will be prorated to reflect your part-time hours
  • You will be provided with a company laptop
  • You will be eligible to participate in our Pension scheme after 3 months and will also be included in our Life Assurance and Income Protection plans 

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 900 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

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, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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Technology we use

  • Engineering
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • KubernetesFrameworks
    • DockerFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedshiftDatabases
    • KafkaDatabases
    • PrestoDatabases

Location

Squarespace is headquartered in the West Village of Manhattan, within walking distance from the 1, A, C, E, B, D, F, and M trains.

An Insider's view of Squarespace

What are some social events your company does?

In the past we've had trivia nights, talent shows, and video game tournaments. My background is actually in theatre, so amazingly had the opportunity of taking to the microphone and hosting some of the events here.

Jose Paz

Community Manager

What kinds of technical challenges do you and your team face?

Our team’s mission is to configure, integrate, automate, and report on all HR systems. This means we are constantly trying to do things no one has ever done before. Some of the challenges we regularly encounter are hacking together system integrations, implementing controls to ensure data integrity, and manual task automation for our users.

Paul

Engineering Manager

How has your career grown since starting at the company?

As the Data Engineering team has grown, I've become a team lead and learning lots of new technologies, such as Postgres and Airflow.

Polina

Senior Software Engineer

What are some social events your company does?

The company holiday party is a pretty big social event. Each location has one and I’ve crashed three of the four parties in Ireland as well. At this point, if I don’t go to the Dublin holiday party, I might get messages asking if I’m okay.

Vishal

Team Lead, Product Support

What are Squarespace Perks + Benefits

Squarespace Benefits Overview

We take care of our employees in more ways than one. We offer competitive medical, dental, and vision for our employees and their dependents. We also offer up to 20 weeks of paid family leave (includes parental), daily gourmet lunches, and seasonal wellness programming, including meditation, yoga, and nutritionist sessions at the office. And so many snacks.

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Time allotted for learning
All employees have full access to LinkedIn Learning.
Online course subscriptions available
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