Customer Care Associate at Lattice
Brooklyn, NY, US
Lattice is a performance management tool that helps People Ops teams develop and grow employees with goals, 1:1 meetings, real-time feedback & praise, and performance reviews. Our goal is to help employees find greater success and happiness in their work.
 
Since launching in 2016 we have grown to over 1,100 customers around the world. We have raised over $10 million in total funding from Thrive Capital, Khosla Ventures, Y Combinator, Slack Fund, Marc Benioff, and others.
 
About the Role
 
The Customer Care 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.
 
We are a rapidly growing company working hard to maintain our dynamic, motivated, and well-balanced culture.
 
The Customer Care 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.

What we are looking for

    • Are you a self starter and a phenomenal teammate?
    • Are you big on working cross-functionally and cross-team collaboration?
    • Are looking for a career to grow into or are you excited by career development?

Responsibilities

    • You will lead successful implementations our Customers onto Lattice.
    • You will act as the primary product and support specialist - you’ll know the product better than anybody and serve as a voice of the customer.
    • You will provide quality support via chat, phone, and email.
    • You will create and conduct product trainings and webinars to educate customers so they can engage, retain and grow their employee base.
    • You will monitor customer health and develop methods for customer re-engagement.
    • You 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'll learn to speak fluently about performance management and Lattice methodologies, acting as a trusted adviser to our users.

Preferred Qualifications

    • You have a bachelor’s Degree or equivalent work experience
    • 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 posses a solid work ethic
    • You show commitment to Lattice’s mission and values (customer obsession, effort, growth, empathy)
    • 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.

Why Lattice?

    • The opportunity to join a very fast growing company built by an ambitious team that’s passionate about solving customers’ needs and loves coming to work every day. (That’s not rhetoric, we really mean it.)
    • A culture that supports and promotes professional growth and development
    • Competitive salary, equity, and benefits
    • Centrally located FiDi office
    • Flexible vacation/time-off policy
    • Other fun perks like continuous learning, office snacks & team trips
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.