Customer Support Associate, Squarespace
West Coast
$35.8-43k
+ Equity
More information about location
Website builder and ecommerce platform
Job no longer available
Website builder and ecommerce platform
1001+ employees
Job no longer available
$35.8-43k
+ Equity
More information about location
1001+ employees
Company mission
To help people with creative ideas stand out and succeed.
Role
Who you are
- 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)
- Currently live in Washington, Oregon, Colorado or Hawaii
- 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
What the job involves
- 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
- 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, 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
Our take
Chances are you have already landed on a website developed using Squarespace. Millions of small businesses, entrepreneurs, creatives, and professionals have used the company's suite of products manage their projects and businesses through websites, domains, e-commerce, marketing tools and scheduling.
Thanks to its ability to allow anybody to build a website without any coding knowledge, Squarespace has positioned itself as an industry leader, despite fierce competition from the likes of WordPress and Shopify, who are both larger businesses on paper.
Since its creation in a dorm room in 2003, Squarespace launched a direct-listing on the New York Stock Exchange in May 2021 with a valuation of $6.8 billion, though this has dropped to $4.8 billion in the proceeding few years. Nevertheless, Squarespace has expanded to offer a wide range of tools that go beyond simple website production. The company remains focused on further developing new capabilities, all whilst maintaining its overall goal of simplicity.
Steph
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2021
$300m
GROWTH EQUITY VC
Jul 2019
$0.1m
GRANT
Total funding: $378.8m
Company benefits
- 100% health, dental and vision coverage for you and your dependents
- Up to 20 weeks of paid family leave
- Fertility & adoption benefits
- 401k match
- Flexible PTO
- Mental health coverage, including free access to Talkspace, Headspace, and Ginger
- Equity plan for all employees
- Donation match
Company HQ
Hudson Square, New York, NY
Leadership
Anthony Casalena
(CEO)Studied Computer Science at University of Maryland. Founded Squarespace in 2003 and has served as CEO since its inception. Remains actively involved in the engineering, design, and product teams within the organization.
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