Senior Customer Support Associate, Lattice

• The Customer Support Associate is a capable and compassionate go-getter
• Having a background in customer care is nice but not a requirement
• Successful team members are fast-learners and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work
• A self-starter and a phenomenal teammate
• Big on working cross-functionally and cross-team collaboration
• Looking for a career to grow into or are excited by career development
• You are passionate about making our customers personally and professionally successful
• 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

Desirable

• The Customer Support Associate is a trusted advisor for our customers
• You will be responsible for helping customers learn how to use the Lattice platform, answering questions, and solving problems as they arise
• We listen closely to our customers about their experience on our platform which helps inform our future customer experience
• Your goal will be to maintain high levels of customer satisfaction with a focus on customer delight while also iterating on and improving customer service techniques
• You will act as the primary product and support specialist - you’ll know the product better than anybody and serve as the voice of the customer
• You will provide quality support via chat, phone, and email
• You will lead successful implementations for our Customers onto Lattice
• You will create and conduct product training and webinars to educate customers so they can engage, retain and grow their employee base
• You'll learn to speak fluently about performance management and Lattice methodologies, acting as a trusted adviser to our users
• You will follow a hybrid schedule and work from our London office two fixed days per week