At Squarespace, Customer Operations empowers users to give voice to their ideas & make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland & a remote workforce. Customer Support Associates are on the front lines working with our customers every day to ensure that issues with their accounts are resolved promptly. You will use your system knowledge & commitment to delivering an exceptional customer experience to solve problems for our users but advocate for our brand.

This remote role reports to a Customer Support Team Lead in Dublin Ireland. Your first two weeks at Squarespace will include mandatory virtual training from March 18, through March 28, 2025. You must speak & write fluently in both Italian & English.

You'll Get To

• Respond to customer-submitted live chats & emails in a timely manner.
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Troubleshoot & guide customers through questions & issues with their Account, Billing, Domain, or other transactional inquiries.
• Independently meet targets across Quality, Productivity & Customer Satisfaction, in email & live chat.
• Stay up to date on new product features & improvements.
• Identify isolated customer experiences & escalate important issues.

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends & holidays as our customers need us.
• Bilingual fluency in English & Italian.
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Expertise with written communication & the ability to spot spelling & grammar errors.
• Proficiency with decoding conversations, identifying the cause, & aligning on end goals.
• Capability of prioritizing competing requests.
• Familiarity with the Squarespace platform.
• Consistent & dependable WiFi & a personal workspace that allows you to be free from distraction & fully customer focused.

Benefits & Perks

• Health insurance with 100% covered premiums for you & your dependent children
• Fertility & adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Pension benefits with employer match
• Flexible paid time off
• Up to 26 weeks of full pay for birth parent leave & up to 20 weeks of full pay for non-birth parent leave
• 12 weeks of pay to care for an ill family member 
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Free lunch & snacks
• Close proximity to cultural landmarks such as Dublin Castle & St. Patrick's Cathedral

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands & businesses online. We empower millions of customers in more than 200 countries & territories with all the tools they need to create an online presence, build an audience, monetize, & scale their business. Our suite of products range from websites, domains, ecommerce, & marketing tools, as well as tools for scheduling with Acuity & creating & managing social media presence with Bio Sites & Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, & coworking spaces in the UK, Netherlands, & Australia. For more information about our company culture, visit  https://www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives & experiences with the world. Not only do we embrace & celebrate the diversity of our customers, but we also work toward the same in our employees. 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.

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