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 Dublin Ireland. Your first two weeks at Squarespace will include mandatory virtual training from March 18, through March 28, 2025. You must speak and write fluently in both French and English.
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.
- Bilingual fluency in English and French
- 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
- 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
- Health insurance with 100% covered premiums for you and your dependent children
- Fertility and adoption benefits
- Headspace mindfulness app subscription
- Global Employee Assistance Program
- Pension benefits with employer match
- Flexible paid time off
- Up to 26 weeks of full pay for birth parent leave and up to 20 weeks of full pay for non-birth parent leave
- 12 weeks of pay to care for an ill family member
- Education reimbursement
- Employee donation match to community organizations
- 6 Global Employee Resource Groups (ERGs)
- Free lunch and snacks
- Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral
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 Dublin, Dublin, IRL Office
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The Squarespace Dublin office was founded in 2013 as a hub for our Customer Operations team. The 24,589-square-foot office space is located at Squarespace House in Dublin 8, close to Antique Quarter, The Liberties, and original city walls. Squarespace occupies four floors with a dedicated entrance,
Dublin Engineering
Founded and run by an engineer, Squarespace is dedicated to fostering an environment where the most talented engineers can do their best work. Our engineering teams create solutions that enable our customers to pursue their entrepreneurial dreams. We invest in modern tools, are not afraid to launch bold new products and adapt the way we work to accommodate our scale. Here, you’ll help grow a large-scale architecture that services millions while operating in an environment that maintains the attitude of a startup. The Dublin office is located at Squarespace House in Dublin 8, close to Antique Quarter, The Liberties, and original city walls. Squarespace occupies four floors with a dedicated entrance, lobby, and roof terrace.
