Squarespace Scheduling allows businesses to offer online booking and effortlessly manage their appointments. We are a market leader, serving more than 90,000 businesses of all sizes and handling tens of millions of appointments each year. Our mission is to make scheduling easy, so our customers have more time to focus on what they enjoy most in life.
We are looking for an empathetic human in search of a customer-centric career working remotely to support our customer’s needs. We are a connected, collaborative, unique remote team where you can show up as your authentic self while helping entrepreneurs and small business owners succeed. Our Squarespace Customer Operations guiding philosophy is to be thoughtful, caring, and efficient in supporting customers.
This remote role reports to a Customer Support Team Lead. You will begin on Monday, February 7, 2022.
RESPONSIBILITIES
- Engage our customers through live chat and email in a thoughtful, caring and efficient manner
- Troubleshoot straightforward and complex customer issues
- Keep up-to-date on new product features and improvements
- Collaborate with teammates to learn and improve ways of working together and helping each other and our customers
- Achieve set targets for pace and quality in live chat and email
- Identify system issues and communicate with our Product Operations team
- Identify non-standard customer experiences and escalate issues
QUALIFICATIONS
- Must be available for a consistent daily shift for a schedule of 40 hours a week, with weekend and holiday coverage when our customers need us
- To be eligible for this role you will need to live in one of the following states: Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, Virginia, Washington, or Wisconsin
- Experience with dynamic writing skills with strengths in grammar and spelling
- Strong reading comprehension to help identify the cause of a problem
- Comfortable working in a independently and collaboratively in a remote role
- Capable managing ambiguity and adapting to change
- Previous customer support experience a bonus
- A quiet, distraction-free work space within a dedicated room. This room will need a door that you can shut, an ergonomic chair and a desk
- Uninterrupted, reliable network connection
PERKS
- Health insurance with 100% premium covered for you and your dependent children
- Fertility and adoption benefits
- Retirement benefits with employer match
- Flexible vacation & paid time off
- Up to 20 weeks of paid family leave
- Equity plan for all employees
- $100 per month remote stipend
- Education reimbursement
- Employee donation match to community organizations
- 7 Employee Resource Groups across locations