Senior Customer Care Associate, Lattice

£46.5-51.8k

+ Eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Slack

Zoom

Senior and Expert level

London

More information about location

2 days a week in office

Employee success platform

Be an early applicant

Employee success platform

501-1000 employees

B2BEnterpriseHRAnalyticsSaaS

Be an early applicant

£46.5-51.8k

+ Eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Slack

Zoom

Senior and Expert level

London

More information about location

2 days a week in office

501-1000 employees

B2BEnterpriseHRAnalyticsSaaS

Company mission

Lattice's mission is to build cultures where employees and their companies thrive.

Job

Company

Role

Who you are

The Senior Customer Care 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 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
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 Care 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
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

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

Top investors

109% employee growth in 12 months

Glassdoor (3.3)

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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