Customer Support Advisor, Italian Language
Remote, Ireland (Republic of)
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 Advisors work with our customers every day to ensure they are achieving success with our products. In this role, you will use your product knowledge and support experience to create customer experiences that not only resolve customer issues, but advocate for our brand.
This remote role reports to a Customer Support Team Lead. You must have both spoken and written fluency in English and Italian.
Responsibilities
* Answer customers' queries concurrently in live chat and respond to customer submitted email requests.
* Queue-based typing work will account for approximately 90% of the role.
* Live Chat is our primary channel of support in this role.
* Guide customers through the process of getting started, including website setup, adding site content and design options.
* Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
* Learn about new product features and improvements related to the Squarespace platform.
* Identify isolated customer experiences and escalate important issues.
Qualifications
* Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
* 1+ years of customer-facing experience in a similar role (retail, hospitality, online support)
* Spoken and written fluency in Spanish and Italian.
* 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
* Ability to prioritize competing requests
* Familiarity with the Squarespace platform
* Reliable home workspace with consistent WiFi and minimal distractions
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 with tools to create an online presence, build an audience, monetize, and scale their business. Our products include websites, domains, ecommerce, marketing tools, scheduling with Acuity, and social media tools with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in New York City, with offices in Dublin, Aveiro, and coworking spaces in the UK, Netherlands, and Australia. For more about our culture, visit https://www.squarespace.com/about/careers.
Our Commitment
We are committed to equal employment opportunity regardless of race, color, ethnicity, 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 law. We are proud to be an equal opportunity workplace.
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