Customer Support Associate (Remote)

Remote, Australia

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 day to ensure that issues with their accounts are resolved promptly. You will use your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users but advocate for our brand.

This remote role reports to a Customer Support Team Lead in Australia. Your first two weeks at Squarespace will include mandatory virtual training from April 8, through April 18, 2025. Candidates must currently live within New South Wales Australia. 

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 emails 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).
  • Currently live in New South Wales Australia 
  • 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

  • SQSP paid Group Life and Income Protection Benefits 
  • 16 weeks fully paid Parental Leave (birth and non-birth)
  • Global Employee Assistance Program
  • Fertility and adoption benefits
  • Headspace mindfulness app subscription
  • Flexible paid time off
  • All statutory leaves, as required
  • Education reimbursements
  • 6 Global Employee Resource Groups (ERGs)

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.

#LI-Remote

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Squarespace is proud to be an equal opportunity workplace and is deeply committed to providing a fair and equitable experience for all candidates, employees and customers. Our Diversity & Inclusion efforts focus on uplifting the experiences and perspectives of underrepresented groups and enabling everyone to do work that draws out the best in all of us. 

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