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, Australia 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 remote role reports to a Customer Support Team Lead.Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements. You must currently be based in Ireland and have the ability so speak/write in English and French fluently.You'll Get To…Respond to customer-submitted live chats and email in a timely mannerQueue-based, typing work will account for approximately 90% of the roleLive Chat is our primary channel of support in this roleTroubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiriesIndependently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chatStay up to date on new product features and improvementsIdentify isolated customer experiences and escalate important issuesWho We're Looking ForOpen availability to work a 40 hour work week that spans weekends and holidays as our customers need us1+ 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 errorsProficiency with decoding conversations, identifying the cause, and aligning on end goalsCapability of prioritizing competing requestsFamiliarity with the Squarespace platformConsistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focusedWritten and verbal fluency in both English and FrenchBenefits & PerksHealth insurance with 100% covered premiums for you, your spouse or partner and your dependent children including medical, dental, and visionLife and Income ProtectionFertility and adoption benefitsHeadspace mindfulness app subscriptionGlobal Employee Assistance ProgramPension benefits with employer matchFlexible paid time off26 weeks paid maternity leave & 12 weeks paid paternity leave2 weeks paid family care leaveEducation reimbursementEmployee donation match to community organizations8 Global Employee Resource Groups (ERGs)Free lunch and snacksClose proximity to cultural landmarks such as Dublin Castle and St. Patrick's CathedralAbout SquarespaceSquarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit Our CommitmentToday, 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.Thank you in advance for providing the following details about your work history from your resume This helps us ensure that your candidate information is accurate and consistent during the hiring process.Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.