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 single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.

Your first week at Squarespace will include in-person training at a central location in San Antonio, Texas. This mandatory training session is scheduled from August 12 to August 16, running daily from 8:30 AM to 5:30 PM (CST). Following this initial training period, your role will transition to a remote position.

You'll Get To…

• Respond to customer-submitted live chats and email 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)
• 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
• Currently live within a commutable distance from San Antonio, Texas

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
• 12 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: $17.55 USD per hour

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. For more information about our company culture, visit 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 #LI-BW1

About The Role

Pagoda's growing security team seeks an Application Security Engineer to help us enhance the security of our cutting-edge blockchain applications. Partnering closely with our engineering and product teams, you'll play a vital role in applying your security expertise throughout the software development lifecycle.

What You’ll Be Doing

• Work alongside engineers to integrate security best practices into design reviews, threat modeling, code reviews, and penetration testing.
• Participate in secure code review and penetration testing efforts, honing your skills with hands-on experience under the guidance of senior team members.
• Contribute to deep-dive security reviews of our web, mobile, and API products to ensure they adhere to secure design principles.
• Participate in security training and share your learnings with the broader engineering team to foster a culture of security awareness.
• Assist in incident response to gain valuable real-world experience and help protect Pagoda's systems and data.
• Gain exposure to SAST/DAST tools (Snyk, Stackhawk), bug bounty analysis, and risk assessment, building a foundation for future growth.

What We’re Looking For

• 5+ years of experience in application security or a related field, with a passion for learning and growing your skillset.
• A solid understanding of security fundamentals and common vulnerabilities (e.g., XSS, CSRF, SQL Injection).
• A knack for identifying potential risks and collaborating with engineers to find effective solutions.
• The ability to effectively communicate security concepts to both technical and non-technical audiences.
• A collaborative mindset and a willingness to learn from and teach others

We’d Love If You Have

• Familiarity with one or more programming languages (Python, JavaScript, Rust) to aid in code review and vulnerability analysis.
•  An interest in blockchain technology and a desire to contribute to the security of the Web3 ecosystem.

Here’s What Our Interview Process Looks Like

Our interviews take place via Zoom and typically consists of the following stages:

• Recruiter Call
• Hiring Manager Call
• 1st Round
  • Bug Bounty Interview
  • Technical Assessment with Engineering 
• Final Round
  
  • Meet with CTO
  • Pagoda Values Interview

Compensation

The base salary range for this role is $153,000 - $170,000. This reflects the minimum and maximum range across all US locations. This does not include bonus, incentives, or benefits.

The actual base pay is dependent upon many factors, such as: leveling, relevant skills, and work location. If you are based outside of the US, there are other geographic considerations that may impact your final compensation. Your recruiter can share more about the compensation and benefits applicable to your preferred location during the hiring process. 

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 account are resolved promptly. You will use your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but advocate for our brand. This remote role reports to a Customer Support Team Lead.

Your first week at Squarespace will include in-person training at a central location in Memphis, Tennessee. This mandatory training session is scheduled from July 29 to August 2, running daily from 8:30 AM to 5:30 PM (CST). Following this initial training period, your role will transition to a remote position.

You'll Get To…

• Respond to customer-submitted live chats and email promptly
• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is our primary channel of support in this role
• Troubleshoot customers through questions and issues with their Account, Billing, 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)
• Experience interpreting and responding to customer questions and requests
• 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 WiFi and a personal workspace that allows you to be free from distraction and entirely customer focused
• Live within a commutable distance from Memphis, Tennessee.

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: $17.55 USD per hour

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. For more information about our company culture, visit 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 #LI-BW1

Squarespace Ireland is looking for an engaging Team Lead to join our award-winning Customer Operations department. You will manage a squad of Customer Support Agents who provide front-line customer advocacy. At Squarespace, we're dedicated to providing our customers with an exceptional experience—from individuals and local artists to entrepreneurs shaping the world's most iconic businesses —to navigate our products so they can share their stories and create an impactful, stylish and easy-to-manage online presence.

As a Customer Support Lead, you will oversee the team's daily responsibilities to ensure they have the tools and support to help exceed our Support goals. You will partner with peers and senior leadership to improve our support channels across email and live chat and help influence the broader department strategy—all the while strengthening team culture, driving customer happiness and promoting employee development and success.

You will report to our Customer Support Manager and will be based in our Dublin Office (Hybrid or Remote).

You'll Get To…

• Create a positive team culture. Manage your team's adherence to company policies, performance expectations and support metrics
• Stay current on Squarespace product developments and policies and communicate with your team to support them through frequent changes
• Help contextualize new company and department programs to increase engagement and support. Represent the team's feedback to promote agreement and collaboration with internal partners
• Write and provide team member feedback during bi-annual review cycles and provide updates to compensation
• Foster a culture that values development. Encourage career development conversations in 1:1s, and find opportunities for your Associates/Advisors to work toward their career goals
• Partner with the Learning & Development team to coordinate training programs
• Help interview, hire and onboard new Associates/Advisors
• Handle sensitive case escalations for the team, applying customer service skills to directly resolve complex cases and help challenging customers
• Help with the support queues during peak chat and email hours
• Help design and elevate our service for non-English speaking customers, ensuring that they receive exceptional support tailored to their language needs

Who We're Looking For

• Experience working with performance targets and motivating others to exceed goals in an inclusive team environment
• 2+ years managing remote teams
• Background in written and verbal performance communications and providing feedback
• Experience driving solutions for operational and people management challenges
• Ability to foster team culture and unity directly with teams and wider global customer operations colleagues
• Experience with data analysis and project management
• Experience in international customer support is highly desirable.
• Preference will be given to candidates who are fluent in an European language.

Benefits & Perks

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• 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
• Commuter benefit in the form of reduced tax
• 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 (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. For more information about our company culture, visit 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 customer base, but we also strive for 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-Hybrid #LI-BW1

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 Advisors are working with our customers every day to ensure that they are achieving success with our products. In this role, you will use your product knowledge and support experience to create customer experiences that not only resolve customer issues, but advocate for our brand.

This is a full-time remote role based in New South Wales, Australia. This role reports into a Customer Operations Team Lead also based in New South Wales. You must be available to start in August 2024 and have both spoken and written fluency in English and Japanese (Keigo). 

You'll Get To...

• Answer customers' queries concurrently in live chat and respond to customer submitted email requests.
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Guide customers through the process of getting started which includes website setup, adding site content and design options.
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
• Learn about new product features and improvements related to the Squarespace platform.
• Identify isolated customer experiences and escalate important issues.

Who We're Looking For

• Open availability to work a 38 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).
• Bilingual fluency in English and Keigo style Japanese and comfortability providing support in both languages. 
• 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

• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Flexible paid time off
• All statutory leaves, as required
• Equity plan for all employees
• Education reimbursements
• 6 Global Employee Resource Groups (ERGs)

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. For more information about our company culture, visit 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 #LI-BW1