Customer Support Associate - Hawaii / West

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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 remote role reports to a Customer Support Team Lead.

Your first two weeks at Squarespace will include mandatory virtual training from October 13 - October 24remotely taking place in the Hawaii Timezone. You must currently live in the following states to apply: Arizona, Hawaii, Idaho, Utah, New Mexico, Oregon, or Washington.

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'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
  • Currently live in: Arizona, Hawaii, Idaho, Utah, New Mexico, Oregon, or Washington.

Benefits & Perks

  • A choice between medical plans with an option for 100% covered premiums
  • Health Savings Account with Squarespace funding
  • Fertility and adoption benefits
  • Supplemental Insurance plans
  • Headspace mindfulness app subscription
  • Global Employee Assistance Program
  • Retirement benefits with employer match
  • Flexible paid time off
  • 20 weeks for parental leave and up to 12 weeks to care for an ill family member
  • $100 per month remote Stipend
  • Access to supplemental insurance plans for additional coverage
  • Education reimbursement
  • Employee donation match to community organizations
  • 8 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $17.55 USD per hour

The hourly rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.

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 https://www.squarespace.com/about/careers.

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 customers, but we also work toward 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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