Customer Support Associate

3 weeks ago

Sydney, Australia Squarespace Full time

**MUST LIVE IN NEW SOUTH WALES, AUSTRALIA**

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand.

This is a full-time remote role based in New South Wales, Australia. This role reports into a Customer Operations Team Lead also based in Sydney.

**RESPONSIBILITIES**
- Queue-based, typing work will account for approximately 90% of the role.
- Live Chat is our primary channel of support in this role.
- Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
- Stay up to date on new product features and improvements
- Identify isolated customer experiences and escalate important issues.

**QUALIFICATIONS**
- Open availability to work a 38 hour work week that spans weekends and holidays as our customers need us.
- 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
- Expertise with written communication and the ability to spot spelling and grammar errors.
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
- Capability of prioritizing competing requests.
- Familiarity with the Squarespace platform.
- Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

**About Squarespace**

**Benefits & Perks**
- Fertility and adoption benefits
- Statutory employer pension contribution
- Headspace mindfulness app subscription
- Flexible vacation & paid time off
- All statutory leaves, as required
- Equity plan for all employees
- Education reimbursement
- 7 Employee Resource Groups across locations
- Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customer base, but we also strive for 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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