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 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 and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
* Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
* Stay up to date on new product features and improvements
* Identify isolated customer experiences and escalate important issues
Who We're Looking For
* Open availability to work a 40 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
* Written and verbal fluency in both English and French
Benefits & Perks
* Health insurance with 100% covered premiums for you, your spouse or partner and your dependent children including medical, dental, and vision
* Life and Income Protection
* Fertility and adoption benefits
* Headspace mindfulness app subscription
* Global Employee Assistance Program
* Pension benefits with employer match
* Flexible paid time off
* 26 weeks paid maternity leave & 12 weeks paid paternity leave
* 2 weeks paid family care leave
* Education reimbursement
* Employee donation match to community organizations
* 8 Global Employee Resource Groups (ERGs)
* Free lunch and snacks
* Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral
About Squarespace
Squarespace 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 Commitment
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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