Senior Customer Support Associate, Lattice

• You have a strong foundation of product and process knowledge and will be an internal resource driving efficiency across the team
• 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
• 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

Desirable

• 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
• 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
• 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 and shared with our product 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
• 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