Scheduling Advisor, Customer Support

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, August 8, 2022


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

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

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