Assignr LLC: Customer Support Specialist

Headquarters: Remote • UK, France, Spain, Germany or Canada About Upsun (formerly Platform.sh) Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get: Predictable performance, even at scale Secure, compliant environments by default Real-time observability and profiling built in Cloning, configuration, and provisioning in seconds AI-ready features that plug directly into your stack The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation. Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum. What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work. Our values: We make a positive impact. We aim for the stars. We care for each other. Impact of a Customer Retention Manager As our Customer Retention Manager, you play a key role in protecting and growing revenue across a high-volume portfolio of customer accounts. Your day-to-day is proactive, human outreach and health monitoring — building real relationships at scale, bringing a human touch to segments that are often managed purely through automation, and catching risk early. When you manage that well, renewal conversations become a natural next step rather than the main event. You'll also work within the workflows, health scoring, automation, and segmentation that let retention scale without creating internal chaos, all while keeping the renewal experience smart, timely, and low-friction. Reporting to our VP, Customer Success, this role is ideal for someone who loves building, improving processes, testing ideas, and seeing direct impact on both customer outcomes and business performance. You'll work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models across the business. What to expect Renewal Ownership & Pipeline Management: Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations ahead of contract expiration and driving each account through to close. Retention Workflow Support: Help build and improve scalable retention and renewal workflows using Salesforce and integrated tooling, contributing to repeatable processes that hold up as portfolio volume grows. Proactive Relationship Building: Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them. Lifecycle & Tech-Touch Design: Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions Health Scoring & Risk Identification: Use customer health scoring frameworks- built on usage, engagement, and lifecycle signals- to identify at-risk accounts early, partnering with internal stakeholders to develop and execute save strategies. Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation. Commercial Negotiation: Negotiate pricing, contract terms, and multi-year agreements within established company guidelines. Expansion Identification: Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during the renewal cycle. Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models. What you bring Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration. Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines. Risk Identification & Save Strategy: Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies. CRM & Systems Experience: Hands-on experience working within Salesforce or a similar CRM, including contributing to operational workflows or lifecycle processes. Retention & Lifecycle Knowledge: Solid understanding of customer health scoring, lifecycle automation, and retention strategy. Expansion Mindset: Proven ability to identify upsell and cross-sell opportunities in partnership with CSMs and Account Executives. Versatility: Comfort operating across both customer-facing engagement conversations and systems/process design conversations. Growth Mindset: Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations. Where we hire At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in the UK, France, Spain, Germany or Canada. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries. How we hire We know that a

Headquarters: Remote, United States 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 approximately 450 people between New York, Dublin, and a remote workforce. Customer Support Associates are on the front line 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 two weeks at Squarespace will include mandatory virtual training from September 28th - October 9th. To be eligible for this role you will need to live in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah. Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements. You'll Get To… Respond to customer live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the 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 Benefits & Perks A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision Supplemental Life and Disability Insurance plans Health Savings Account with Squarespace funding Fertility and adoption benefits Headspace mindfulness app subscription Global Employee Assistance Program Retirement benefits with employer match Flexible paid time off 12 weeks paid parental leave and family care leave $100 per month remote Stipend Education reimbursement Employee donation match to community organizations 7 Global Employee Resource Groups (ERGs) Cash Compensation Range: $18.50 USD per hour The rate 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 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, 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 Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process. Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge. If you plan to use AI in any capacity during your candidate journey, please review our Candidate AI Policy. To apply: https://weworkremotely.com/remote-jobs/squarespace-customer-support-associate-remote