Senior Customer Support Associate

This is Customer Care at Lattice

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. 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 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. The ideal candidate:

• 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

What You Will Do

• Support our customers 
• 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  
• Partner effectively with cross functional teams
• 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
• Support our 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
• Lead by example in the following areas
• 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

What You Will Bring to the Table

• 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

Nice to have

• Experience working with Zendesk, Slack, Jira, and Zoom

___

The estimated annual cash salary for this role is $65,000 - $81,000. This position is also eligible for incenti