Senior Customer Support Associate

This is Customer Care at Lattice

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.

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. The perfect candidate is:

• 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.

What You Will Bring to the Table

• 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.

Nice to Have

• 1-2 years experience, with a preference for applicants with a customer success, account management, or sales background. That said, new grads are welcome to apply.

The estimated annual cash salary for this role is £46,500 - £57,000. This position is also eligible for incentive stock options, subject to the terms of Lattice's applicable plans

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

• Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning – and Lattice is building the tools to empower those people-centric companies.

Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line . Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto.

Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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