客户支持专员（远程）
Customer Support Associate (Remote)
在Squarespace，客户运营团队帮助用户表达他们的想法，并在他们需要帮助时提供便捷的途径。我们的团队全天候运作，成员约450人，分布在纽约、都柏林和远程办公地点。客户支持专员每天与客户直接互动，确保他们的账户问题得到及时解决。你将利用你的系统知识和对提供优质客户体验的承诺，不仅为用户提供解决方案，还要成为我们品牌的积极倡导者。这个远程职位向客户支持团队主管汇报。
你在Squarespace的前两周将包括9月28日至10月9日的强制性虚拟培训。要申请此职位，你需要居住在以下州之一：特拉华州、佛罗里达州、佐治亚州、堪萨斯州、密歇根州、密苏里州、俄亥俄州、俄勒冈州、田纳西州或犹他州。
申请人必须拥有专用的家庭办公环境，并具备可靠的稳定Wi-Fi连接。请注意，我们不支持数字游民生活方式或国际工作安排。
你将负责…
- 及时响应客户的实时聊天和电子邮件 - 实时聊天是我们的主要渠道，基于队列的工作约占该职位的90%
- 解决客户在账户、账单、域名或其他交易相关问题上的疑问和问题
- 在电子邮件和实时聊天中独立达成质量、生产力和客户满意度的目标
- 跟进新产品功能和改进
- 识别孤立的客户体验并上报重要问题
我们寻找的人选需具备…
- 能够在客户需求时，工作一个包含周末和节假日的40小时工作周
- 需要有至少1年的类似岗位（零售、酒店业、在线支持）的面向客户的经验
- 精通书面沟通，并能发现拼写和语法错误
- 能够解析对话，识别原因，并明确最终目标
- 能够优先处理多个请求
- 熟悉Squarespace平台
- 具备稳定且持续的Wi-Fi连接，以及一个能让你免受干扰并专注于客户的个人工作空间
福利与待遇
- 可选择医疗保险计划，包括医疗、牙科和视力保险的全额保费覆盖
- 补充人寿和残疾保险计划
- 健康
查看英文原文
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 approximately 450 people between New York, Dublin, and a remote workforce. Customer Support Associates are on the front line 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 September 28th - October 9th. To be eligible for this role you will need to live in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah.
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 live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the 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
Benefits & Perks
- A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision
- Supplemental Life and Disability Insurance plans
- Health Savings Account with Squarespace funding
- Fertility and adoption benefits
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Retirement benefits with employer match
- Flexible paid time off
- 12 weeks paid parental leave and family care leave
- $100 per month remote Stipend
- Education reimbursement
- Employee donation match to community organizations
- 7 Global Employee Resource Groups (ERGs)
Cash Compensation Range: $18.50 USD per hour
The 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 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, 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.
#LI-Remote
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.
If you plan to use AI in any capacity during your candidate journey, please review our Candidate AI Policy.