Experienced Remote Customer Support Advisor – Empathetic and Tech-Savvy Professional for a Dynamic Work-From-Home Environment

Introduction to Our Company and Industry

Imagine being part of a pioneering company that empowers millions of entrepreneurs and small business owners worldwide to succeed in the digital landscape. At Squarespace, we are driven by a passion for innovation and a commitment to helping our customers achieve their online goals. As a leader in the industry, we offer a suite of cutting-edge products and tools that enable businesses to create an online presence, build an audience, and scale their operations. Our mission is to make it easy for anyone to create a beautiful, professional website and to provide the tools they need to succeed online.

Position Overview

We are seeking an experienced and empathetic Customer Support Advisor to join our remote team. As a Customer Support Advisor, you will play a vital role in providing exceptional support to our customers, troubleshooting issues, and ensuring that their needs are met in a timely and efficient manner. This is a fantastic opportunity for someone who is passionate about delivering outstanding customer service, is comfortable working in a remote environment, and is looking to join a dynamic and collaborative team.

Key Responsibilities

• Engage with customers through live chat and email, providing thoughtful, caring, and efficient support to resolve their queries and issues
• Troubleshoot straightforward and complex customer issues, using your analytical skills and knowledge of our products to provide effective solutions
• Stay up-to-date with new product features and improvements, ensuring that you have the latest knowledge and expertise to support our customers
• Collaborate with teammates to share knowledge, best practices, and ideas for improving our customer support services
• Consistently achieve set targets for pace and quality in live chat and email, ensuring that our customers receive the highest level of support
• Identify system issues and communicate with our Product Operations team to ensure that they are addressed promptly
• Identify non-standard customer experiences and escalate issues to ensure that they are resolved efficiently and effectively

Essential Qualifications

• Must be available for a consistent daily shift for a schedule of 40 hours a week, with weekend and holiday coverage when our customers need us
• Must live in one of the following states: Arizona, New Mexico, Oregon, or Utah
• Experience with dynamic writing skills, with strengths in grammar and spelling
• Strong reading comprehension to help identify the cause of a problem
• Comfortable working independently and collaboratively in a remote role
• Capable of managing ambiguity and adapting to change
• Previous customer support experience is a bonus
• A quiet, distraction-free work space within a dedicated room, with a door that can be shut, an ergonomic chair, and a desk
• Uninterrupted, reliable network connection

Preferred Qualifications

• Previous experience working in a customer-facing role, preferably in a tech or software company
• Knowledge of our products and services, or similar technologies
• Experience with live chat and email support tools
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Skills and Competencies

• Excellent communication and interpersonal skills
• Strong empathy and ability to understand customer needs and concerns
• Ability to work independently and as part of a remote team
• Strong technical skills, with the ability to learn new technologies and tools quickly
• Ability to prioritize tasks and manage time effectively
• Strong attention to detail and ability to maintain high levels of accuracy

Career Growth Opportunities and Learning Benefits

At Squarespace, we are committed to the growth and development of our employees. As a Customer Support Advisor, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure that you have the knowledge and skills you need to succeed in your role
• Ongoing training and development opportunities to help you stay up-to-date with our products and services
• Opportunities to collaborate with other teams and departments, including Product Operations and Engineering
• Access to a range of online courses and resources to help you develop your skills and knowledge

Work Environment and Company Culture

At Squarespace, we pride ourselves on our dynamic and collaborative work environment. As a remote team, we are committed to ensuring that all employees feel connected and supported, regardless of their location. Our company culture is built on the values of empathy, creativity, and innovation, and we are looking for employees who share these values and are passionate about delivering exceptional customer service.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including:

• 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
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• $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)

Conclusion

If you are a motivated and empathetic individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Support Advisor at Squarespace, you will have the chance to work with a dynamic and collaborative team, develop your skills and knowledge, and contribute to the success of our customers. Don't miss out on this opportunity to join a leading company in the industry and take your career to the next level. Apply now!

Our Commitment to Diversity and Inclusion

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 and welcome applications from diverse candidates.

How to Apply

To apply for this role, please submit your application through our website. We look forward to hearing from you and exploring how you can contribute to the success of our customers and our company.