Senior Customer Support Associate, Lattice
£46.5-51.8k
+ Eligible for incentive stock options, subject to the terms of Lattice’s applicable plans
More information about location
Employee success platform
Be an early applicant
Employee success platform
501-1000 employees
Be an early applicant
£46.5-51.8k
+ Eligible for incentive stock options, subject to the terms of Lattice’s applicable plans
More information about location
501-1000 employees
Company mission
Lattice's mission is to build cultures where employees and their companies thrive.
Role
Who you are
- 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
- You’re a self starter dedicated to solving problems for our largest customers
- You recognize how to prioritize based on customer urgency and size
- You work well with cross functional partners and appreciate the need for cross team collaboration to drive retention
- You are obsessed with learning the ins and outs of the product and the ability to provide workaround solutions, when necessary
- You have a proven ability to spot trends and propose solutions to improve team and customer experience
- You consistently meet and exceed all individual team productivity metrics
What the job involves
- The Senior Customer Support Associate is a trusted advisor for our customers and internal team members
- You’ll support our largest customers by providing a consultative approach to solve complex customer issues, while also building trust and relationships
- You’ll act as an extended branch of the Customer Success team, supporting smooth transitions with internal stakeholders, such as, Customer Success Managers and Customer Onboarding Managers
- Successful team members take ownership supporting tiered customers and act quickly to prioritize their needs
- You are obsessed with giving our customers the best experience possible while meeting them where they’re at with prompt replies, live zoom support, and solutions that work
- 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
- 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
- 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:
- Excel at all individual team productivity and quality metrics
- Bring areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them
- Be a process advocate for the knowledge capture philosophy
- Share feedback on new initiatives and areas of discussion
- Participate in team meetings and trainings as a highly visible member of the team
Salary benchmarks
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 4,000 business leaders, including executives at Reddit, Slack and Cruise. The company is now valued at over $3 billion, which is testament to industry confidence in its product.
Lattice has launched a London office, which will accelerate its international expansion, aided by 2022's series F funding. Scaling in this way will be an instrumental part of their future success, allowing it to compete with the rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company benefits
- Continuous learning reimbursements
- Equity
- Flexible vacation/time-off policy
- Work from home opportunities
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Eric Koslow
(Board Member)Recently co-founded and acted as CEO for VStream. Previously worked as Director of Technology at FoundersCard, and Software Company at 8th Light. Was Lead Developer at Teespring.
Jack Altman
(Chairman)Started out as an Analyst at Gleacher & Company, and was VP of Business Development at Teespring.
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