Customer Support Advisor - Remote PST Time Zone - Join Our Team at Squarespace (Acuity Scheduling)

Unlock a Career of Making a Difference with Squarespace

At Squarespace, we're on a mission to empower entrepreneurs and small business owners to succeed online. As part of our team, you'll be working with Acuity Scheduling, a market leader in online booking and appointment management, serving over 167,000 businesses worldwide. We're looking for a compassionate and customer-centric individual to join our remote team as a Customer Support Advisor, providing top-notch support to our customers.

About Us

Squarespace is a design-driven platform that helps entrepreneurs build brands and businesses online. With a suite of products ranging from websites and ecommerce to marketing tools and scheduling solutions, we're dedicated to providing our customers with everything they need to create an online presence, build an audience, and scale their business. Our team of over 1,700 is headquartered in New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia.

Job Overview

As a Customer Support Advisor, you'll be the face of Squarespace's customer support, providing empathetic and efficient support to our customers through live chat and email. You'll be working closely with our Customer Support Team Lead and collaborating with teammates to ensure that our customers receive the best possible experience. This is a remote role that requires a consistent daily shift of 40 hours a week, with weekend and holiday coverage.

Key Responsibilities

• Engage with customers through live chat and email, providing thoughtful and efficient support to resolve their issues.
• Troubleshoot straightforward and complex customer issues, using your strong reading comprehension and problem-solving skills.
• Stay up-to-date on new product features and improvements, ensuring that you're always equipped to provide the best possible support.
• Collaborate with teammates to learn and improve ways of working together and helping each other and our customers.
• 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 resolve them.
• Identify non-standard customer experiences and escalate issues to ensure that our customers receive the support they need.

What We're Looking For

To be successful in this role, you'll need to have:

• 1+ years of experience assisting customers through chat and email support, with strengths in grammar and spelling.
• Strong reading comprehension to help identify the cause of a problem.
• The ability to work independently and collaboratively in a remote role.
• A quiet, distraction-free workspace within a dedicated room, with a door that you can shut, an ergonomic chair, and a desk.
• An uninterrupted, reliable network connection.
• Availability for a consistent daily shift of 40 hours a week, with weekend and holiday coverage.
• Residency in one of the following states: Colorado, Oregon, or Washington.

Previous customer support experience is a bonus, but not required. We're looking for individuals with a great attitude and a willingness to learn.

Essential Skills and Competencies

To excel in this role, you'll need to have:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• The ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
• A customer-centric approach, with a passion for delivering exceptional customer experiences.
• Flexibility and adaptability, with the ability to adjust to changing priorities and circumstances.

Career Growth Opportunities and Learning Benefits

At Squarespace, we're committed to helping our employees grow and develop in their careers. As a Customer Support Advisor, you'll have the opportunity to:

• Develop your skills and expertise in customer support, with ongoing training and coaching.
• Collaborate with cross-functional teams, including Product Operations and Engineering.
• Take on new challenges and responsibilities, with opportunities for career advancement.
• Participate in ongoing learning and development opportunities, including workshops and training sessions.

Work Environment and Company Culture

At Squarespace, we're proud of our company culture, which is built on a foundation of diversity, equity, and inclusion. We're committed to creating a work environment that is welcoming and inclusive, where everyone can thrive. As a remote team member, you'll be part of a connected and collaborative community, with opportunities to connect with colleagues and participate in company-wide initiatives.

Compensation, Perks, and Benefits

We offer a competitive salary range of $48,000 - $56,000 USD, depending on your experience and qualifications. In addition to your cash compensation, you'll also be eligible for:

• 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).

Our Commitment to Diversity, Equity, and Inclusion

At Squarespace, we're 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're proud to be an equal opportunity workplace, and we're dedicated to creating a work environment that is welcoming and inclusive for everyone.

Don't Hesitate, Apply!

If you're a motivated and customer-centric individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this role. Don't worry if you don't meet every single requirement - we value a great attitude and a willingness to learn above all. Submit your application today and join our team at Squarespace!

Apply Now