[Hiring] Senior Customer Support Associate @Lattice

Role Description

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

Qualifications

• 2-3 years of experience in customer support preferred for this leadership role
• Outstanding communication skills and ability to collaborate cross-functionally
• Strength in multi-tasking, prioritization, attention to detail, and organization
• Aptitude for learning new products and technologies
• Excellent teammate who gives ideas to improve processes
• Solid work ethic

Requirements

• Experience working with Zendesk, Slack, Jira, and Zoom (nice to have)

Benefits

• 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