Customer Support Associate

This is a fully remote position, open to applicants in Florida, +7 more states.

📋 Description

• Engage with customers through live chats and emails promptly, with live chat being the primary focus and queue-based tasks comprising approximately 90% of the role.

• Troubleshoot and assist customers with inquiries related to Account, Billing, Domain, and other transactions.

• Achieve Quality, Productivity, and Customer Satisfaction goals independently across both email and live chat interactions.

• Keep informed about new product features and enhancements.

• Recognize isolated customer experiences and escalate critical issues as necessary.

• Report directly to a Customer Support Team Lead.

• Complete mandatory virtual training from September 28th to October 9th.

⛳️ Requirements

• Availability for a full-time 40-hour work week, including weekends and holidays.

• Minimum of 1 year of customer-facing experience in a related role, such as retail, hospitality, or online support.

• Strong written communication skills with the ability to detect spelling and grammar mistakes.

• Proficient in understanding conversations, pinpointing issues, and aligning with end goals.

• Capability to manage and prioritize competing requests effectively.

• Familiarity with the Squarespace platform is preferred.

• Reliable and consistent internet connection.

• A dedicated personal workspace that is free from distractions and focused on customer service.

• Candidates must reside in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah.

• A dedicated home office setup is required.

• Availability for mandatory virtual training from September 28th to October 9th is essential.

• International work arrangements and digital nomad lifestyles are not supported.

🏝️ Benefits

• Options for medical plans with the possibility of 100% premium coverage.

• Benefits for fertility and adoption.

• Access to supplemental insurance plans for additional coverage options.

• Subscription to the Headspace mindfulness app.

• Global Employee Assistance Program available.

• Retirement benefits with employer matching contributions.

• Flexible paid time off policy.

• 12 weeks of paid parental leave and family care leave offered.

• Pre-tax commuter benefit available.

• Education reimbursement opportunities.

• Employee donation matching to community organizations.

• 7 Global Employee Resource Groups (ERGs) to join.

• Dog-friendly workplace environment.

• Complimentary lunch and snacks provided.

• Access to a private rooftop area.

• Hack week events held twice a year.