Senior Customer Support Associate

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $53.5k - $73k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Lattice

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

☁️ SaaS

👥 HR Tech

🏢 Enterprise

SaaS • HR Tech • Enterprise

Lattice is a people management platform designed to help organizations improve employee engagement, performance, and development. It offers tools for performance reviews, goal setting, employee feedback, and analytics to help HR teams and managers foster a high-performance culture. Lattice integrates with various HRIS systems and aims to streamline HR operations by centralizing data and automating workflows. The platform supports strategic HR teams in managing employee information, driving performance, capturing team sentiment, and providing insights, ensuring that the company can build operational excellence and meaningful work experiences for employees.

📋 Description

• Support 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 • Identify when to work with cross functional partners to drive 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 • Answer 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 excelling at all individual team productivity and quality metrics and suggesting process improvements.

🎯 Requirements

• 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. • Nice to have: Experience working with Zendesk, Slack, Jira, and Zoom.

🏖️ 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.