Respond to customer live chats and emails in a timely manner
live chat is our primary channel, with queue-based work making up around 90% of the 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

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

Health insurance with 100% covered premiums for you, your spouse or partner and your dependent children including medical, dental, and vision
Life and Income Protection
Fertility and adoption benefits
Headspace mindfulness app subscription
Global Employee Assistance Program
Pension benefits with employer match
Flexible paid time off
26 weeks paid maternity leave & 12 weeks paid paternity leave
2 weeks paid family care leave
Annual Tax-Free Stipend
Education reimbursement
Employee donation match to community organizations
7 Global Employee Resource Groups (ERGs)

Customer Support Associate

Key skills