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 Australia. Your first two weeks at Squarespace will include mandatory virtual training from April 8, through April 18, 2025. Candidates must currently live within New South Wales Australia. 

Applicants must have a dedicated home office setup with a reliable & stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements.

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.
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Currently live in New South Wales Australia 
• 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

• SQSP paid Group Life & Income Protection Benefits 
• 16 weeks fully paid Parental Leave (birth & non-birth)
• Global Employee Assistance Program
• Fertility & adoption benefits
• Headspace mindfulness app subscription
• Flexible paid time off
• All statutory leaves, as required
• Education reimbursements
• 6 Global Employee Resource Groups (ERGs)