Customer Support Advisor at Squarespace
New York City, NY, US

At Squarespace, Customer Support empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with over 300 people between New York, Dublin and Portland.

Customer Support Advisors are working with our customers every day to ensure that they are achieving success with our product. You will use your product knowledge and passion for providing an exceptional customer experience to not only solve problems for our users, but advocate for our brand.

You will report to a Customer Support Team Lead and will be based on-site in our New York City headquarters. The start date is October 21st.

You will be working consistentlyTuesday through Saturday OR Sunday through Thursdaywith a9 am to 6 pm set shiftfor the first 3-6 months. 

RESPONSIBILITIES

  • Respond to customer-submitted email requests and live chats promptly
  • Troubleshoot and guide customers through website setup, including identifying system and site-specific website issues
  • Achieve set targets across pace, Customer Satisfaction and quality in email and live-chat
  • Stay current with new product features and improvements
  • Identify and communicate system issues to our Product Solutions team
  • Identify non-standard customer experiences and escalate issues, as appropriate

QUALIFICATIONS

  • Must be available 40 hours a week for the shift specified above. Schedule will include holidays as our customers need us.
  • Exceptional written communicator with an eye for accurate grammar and spelling; fast typist
  • Customer-facing experience desired (retail, hospitality, online support, etc.)
  • Strong reading comprehension skills with the ability to identify the root cause of a problem
  • Familiarity with the Squarespace platform
  • Bachelor's degree preferred
  • Live chat experience is a huge plus

Resumes without a cover letter will not be considered.

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 1000 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

PERKS

  • Health insurance with 100% premium covered
  • Flexible vacation and paid time off
  • Dog-friendly office
  • Equity plan
  • 401(k) plan with employer match
  • Free lunch and snacks
  • And more