Customer Support Advisor - Remote (MST/PST) - Join Our Team at Squarespace (Acuity Scheduling)

Unlock a Career of Purpose and Growth with Squarespace

At Squarespace, we're on a mission to empower entrepreneurs and small business owners to succeed online. As a leading design-driven platform, we provide a comprehensive suite of tools to help our customers build brands, businesses, and online presence. Our team is passionate about delivering exceptional customer experiences, and we're looking for a talented Customer Support Advisor to join our remote team.

About Us

Squarespace is a global company with a presence in over 200 countries and territories. Our Acuity Scheduling product is a market leader, serving over 250,000 businesses and handling tens of millions of appointments each year. We're a connected, collaborative, and unique remote team that values diversity, inclusivity, and equal employment opportunity. Our company culture is built on a foundation of thoughtfulness, care, and efficiency in supporting our customers.

Job Overview

We're seeking an empathetic and customer-centric Customer Support Advisor to join our team. As a remote role, you'll be working with our customers across different time zones, providing top-notch support through live chat and email. You'll be the face of Squarespace, delivering exceptional customer experiences and helping our customers achieve their goals.

Key Responsibilities

• Engage with customers through live chat and email, providing thoughtful, caring, and efficient support
• Troubleshoot straightforward and complex customer issues, resolving problems and escalating when necessary
• Stay up-to-date on new product features and improvements, ensuring you're always equipped to support our customers
• Collaborate with teammates to learn and improve ways of working, sharing knowledge and best practices to drive customer satisfaction
• Consistently achieve set targets for pace and quality in live chat and email, ensuring high-quality support
• Identify system issues and communicate with our Product Operations team to resolve problems
• Identify non-standard customer experiences and escalate issues to ensure prompt resolution

Essential Qualifications

• Availability for a consistent daily shift, 40 hours a week, with weekend and holiday coverage when our customers need us
• Location in one of the following states: Arizona, New Mexico, Oregon, or Utah
• Strong writing skills with strengths in grammar and spelling, and the ability to communicate effectively with customers
• Excellent reading comprehension to help identify the cause of a problem and provide accurate solutions
• Comfortable working independently and collaboratively in a remote role, with a self-motivated and disciplined approach
• Ability to manage ambiguity and adapt to change, with a flexible and resilient mindset
• A quiet, distraction-free workspace within a dedicated room, with a door that can be shut, an ergonomic chair, and a desk
• Uninterrupted, reliable network connection to ensure seamless customer support

Preferred Qualifications

• Previous customer support experience, with a proven track record of delivering exceptional customer experiences
• Experience working in a fast-paced, dynamic environment, with a ability to prioritize tasks and manage multiple customer interactions

Skills and Competencies

To succeed in this role, you'll need to possess excellent communication and interpersonal skills, with the ability to empathize with customers and provide personalized support. You'll need to be proactive, resourceful, and able to think critically to resolve complex customer issues. Our ideal candidate is a team player who is comfortable collaborating with colleagues to drive customer satisfaction and improve processes.

Career Growth Opportunities and Learning Benefits

At Squarespace, we're committed to helping our employees grow and develop their skills. As a Customer Support Advisor, you'll have access to comprehensive training and ongoing support to ensure you're equipped to deliver exceptional customer experiences. You'll also have opportunities to develop your skills in areas such as communication, problem-solving, and leadership, with a clear career path and opportunities for advancement.

Work Environment and Company Culture

As a remote team, we value flexibility, autonomy, and work-life balance. Our company culture is built on a foundation of inclusivity, diversity, and equal employment opportunity. We celebrate our differences and promote a culture of respect, empathy, and kindness. Our employees enjoy a range of benefits and perks, including flexible paid time off, up to 20 weeks of paid family leave, and a $100 per month remote stipend.

Compensation and Benefits

We're offering a competitive salary of $23.08 USD per hour, with a cash compensation range based on job-related criteria including relevant skills, qualifications, experience, and location. Our benefits package includes:

• 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
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Join Our Team

If you're a motivated and customer-centric individual with a passion for delivering exceptional support, we want to hear from you. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Apply today and join our team of talented professionals who are shaping the future of online business.

At Squarespace, we're 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're proud to be an equal opportunity workplace.