Customer Support Advisor, Acuity Scheduling

At Acuity Scheduling, we are at the forefront of transforming how businesses manage their time. As a market leader serving over 250,000 businesses globally and processing hundreds of millions of appointments annually, we are committed to creating seamless and powerful solutions for our customers. Our mission is clear: empower businesses and individuals to make the most out of their time.

We are seeking an exceptionally driven and resourceful Customer Support Advisor to join our remote team in the US. You'll be challenged to leverage your critical thinking, empathy, and product expertise to solve complex issues and deliver extraordinary experiences. As a member of our team, you'll not only solve problems—you'll elevate our brand, identify opportunities for improvement, and become a key advocate for our customers' success.

This remote role reports to an Acuity Scheduling Customer Support Team Lead. You will begin on Monday June 9, 2025. We are looking for candidates located in Central or Mountain Time only. All shifts are assigned on a rotating 6 month basis driven by how and when our customers contact us for assistance.

If you thrive in dynamic environments, enjoy tackling complex puzzles, and are passionate about providing exceptional support, this is the role for you.

You'll Get To…

• Deliver Exceptional Problem Solving: Handle live chat and email support for customers, navigating everything from straightforward inquiries to highly complex, consultative scenarios with efficiency and care.
• Think Critically and Innovatively: Apply your strong problem-solving skills to resolve ambiguous and challenging issues, ensuring customers receive the best possible experience in every interaction.
• Master New Features and Tools: Stay up to date with new product features and continuously adapt to new processes. Provide feedback to improve our offerings and help shape future innovations.
• Collaborate for Continuous Improvement: Work closely with your team to share knowledge, streamline processes, and enhance the customer experience. We believe in working together to tackle challenges.
• Achieve Performance Excellence: Maintain high standards of quality and efficiency in your support interactions, consistently meeting set targets for productivity and quality.
• Drive Insights: Identify and report system issues, as well as unexpected customer experiences, to the Product Operations team to improve the overall service.

Who We're Looking For

• Commitment to Excellence: You're ready to dive into a fast-paced role with a set schedule of 40 hours per week, including weekend and holiday shifts when needed, to support our global customer base.
• Exceptional Communication Skills: You bring an innate ability to express complex solutions clearly and concisely, with strong writing skills and an eye for detail.
• Critical Thinking & Problem Solving: You excel at identifying the root cause of problems and navigating ambiguity to find efficient and effective solutions.
• Self-Starter with a Collaborative Spirit: You thrive in an independent work-from-home setting but are always eager to collaborate and learn from your team.
• Proven Experience: While prior experience in a customer support role is beneficial, we're especially looking for candidates who have significant experience interacting with customers—whether through previous roles in sales, hospitality, retail, education, healthcare, event coordination, coaching, or any other customer-facing position. Above all, we value strong problem-solving skills, a positive attitude, and a genuine passion for helping others.
• Location-Specific Requirements: This is a remote role, but candidates must reside in the USA Central or Mountain Time.
• Workspace Requirements: A quiet, dedicated workspace with a door, ergonomic chair, desk, and reliable internet connection is essential for success in this role.

In this role, you won't just answer questions—you'll tackle diverse and evolving challenges, make a direct impact on our customer experience, and be part of an innovative team that's always looking for new ways to improve. If you're up for the challenge, we want to hear from you.

The Acuity Scheduling Advisor role is more than just a job; it's an opportunity to work with a world-class team and contribute to a product that helps businesses succeed.

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
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• $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 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.

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.

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