Full-Time Customer Support Associate

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help.

Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account 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.

Remote role reporting to a Customer Support Team Lead.

First two weeks at Squarespace include mandatory virtual training from February 18 to February 28, 2025 (Pacific Time).

Location Requirements: Arizona, Utah, New Mexico, Oregon, or Washington.

Required: Dedicated home office setup with a reliable and stable Wi-Fi connection. No digital nomad or international arrangements.

Responsibilities:

• 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 the primary support channel.
• Troubleshoot and guide customers through questions and issues (Account, Billing, Domain, etc.).
• Independently meet targets across Quality, Productivity, and Customer Satisfaction (email and live chat).
• Stay up-to-date on new product features.
• Identify isolated customer experiences and escalate important issues.

Qualifications:

• Open availability to work a 40-hour work week spanning weekends and holidays.
• 1+ years of customer-facing experience in a similar role (retail, hospitality, online support).
• Expertise with written communication, including spelling and grammar.
• Proficiency with decoding conversations, identifying causes, and aligning on goals.
• Capability of prioritizing competing requests.
• Familiarity with the Squarespace platform.
• Consistent and dependable Wi-Fi, personal workspace free from distraction.
• Currently live in: Arizona, Idaho, Utah, New Mexico, Oregon, or Washington

Benefits:

• Medical plans (100% covered premiums option).
• 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.
• Parental leave (20 weeks) and family illness leave (up to 12 weeks).
• $100/month remote stipend.
• Supplemental insurance plans.
• Education reimbursement.
• Employee donation match to community organizations.
• 6 Global Employee Resource Groups (ERGs)

Compensation

• Hourly rate varies based on skills, experience, and location.
• Cash Compensation Range: $17.55 USD per hour.
• Incentive awards also possible.

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