Senior Customer Support Associate

This is Customer Care at Lattice

The Senior Customer Support Associate is a trusted advisor for our customers and internal team members. You will be responsible for supporting our enterprise customers by providing a consultative approach to solve complex customer issues, while also building trust and relationships. You also act as a partner to our Customer Success teams, supporting their strategic efforts to foster product adoption by providing expert support in daily email and chat interactions.

The Senior Customer Support Associate is a proactive and compassionate go-getter. You have a strong foundation of product and process knowledge and will be an internal resource driving efficiency across the team. Successful team members take ownership supporting our customers, are genuinely curious about learning, employing, and sharing creative solutions, and act quickly to prioritize customer needs. They are passionate about providing our customers with the best experience possible while meeting them where they’re at with prompt replies, live zoom support, and solutions that work. The ideal candidate:

• Is a self starter dedicated to solving problems for our largest customers
• Recognizes how to prioritize based on customer urgency and size
• Works well with cross functional partners and appreciates the need for cross team collaboration to drive retention
• Is obsessed with learning the ins and outs of the product and the ability to provide workaround solutions, when necessary
• Has a proven ability to spot trends and propose solutions to improve team and customer experience
• Consistently meets and exceeds all individual team productivity metrics

This role will be based in our London office and the person in this role will be expected to be in the office at least 1 day per week.

What You Will Do

• Support our customers 

• Provide quality support to our customers through live chat, email, and video calls

• Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high tiered clients  

• Partner effectively with cross functional teams

• Effectively identify when to work with cross functional partners to dive retention by leveraging processes and analyzing data to share customer insights

• Participate in the subject matter expert (SME) program to ensure a high level of knowledge is maintained and shared with our product team

• Support our team 

• Assist with escalated conversations to ensure we are providing the best support for all customers throughout all business hours

• Be a leader on the team by answering questions through Zoom and Slack for teammates who need help 

• Mentor new team members as they navigate through the onboarding process and grow into more tenured roles

• Lead by example in the following areas

• Excelling at all individual team productivity and quality metrics

• Bringing areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them

• Being a process advocate for the knowledge capture philosophy 

• Sharing feedback on new initiatives and areas of discussion 

• Participating in team meetings and trainings

What You Will Bring to the Table

• 2-3 years of experience in customer support preferred for this leadership role
• You have outstanding communication skills and ability to collaborate cross-functionally
• You have strength in multi-tasking, prioritization, attention to detail, and organization
• You have an aptitude for learning new products and technologies
• You are an excellent teammate who gives ideas to improve processes
• You possess a solid work ethic

Nice to have

• Experience working with Zendesk, Slack, Jira, and Zoom

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The estimated annual cash salary for this role is $65,000 - $81,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Internet and Phone Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget.

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.

Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto. 

Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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