Acuity Scheduling allows businesses to offer online booking and effortlessly manage their appointments. We are a market leader, serving more than 167,000 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 April 15, 2024. All shifts are based on how and when our customers contact us for assistance.

You’ll Get To…

  • 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

Who We’re Looking For

  • 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, Oregon, or Washington
  • 1+ years of experience assisting customers through chat and email support 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

Benefits & Perks

  • A choice between medical plans with an option for 100% covered premiums
  • Health Savings Account with Squarespace funding
  • Fertility and adoption benefits
  • Supplemental Insurance plans
  • Headspace mindfulness app subscription
  • Retirement benefits with employer match
  • Flexible paid time off
  • Up to 20 weeks of paid family leave
  • Equity plan for all employees
  • $100 per month remote Stipend
  • Access to supplemental insurance plans for additional coverage
  • Education reimbursement
  • Employee donation match to community organizations
  • 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $48,000 – $56,000 USD

The hourly rate for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) 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, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia