Customer Care Associate at Lattice
New York City, NY, US
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.
 
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. The perfect candidate is:
 
-A self-starter and a phenomenal teammate
-Big on working cross-functionally and cross-team collaboration
-Looking for a career to grow into or are excited by career development

Responsibilities

    • 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 will monitor customer health and develop methods for customer re-engagement.
    • You'll learn to speak fluently about performance management and Lattice methodologies, acting as a trusted adviser to our users.

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 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.

Why Lattice?

    • We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
    • The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
    • Partner with 1,200+ companies around the world to make sure their employees are engaged and performing at a high level
    • A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
    • Competitive salary, equity, and benefits
    • Centrally located FiDi office
    • Flexible vacation/time-off policy
About Lattice
 
Lattice is on a mission to build cultures where employees and their companies thrive.  In an age where innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016 we have grown to over 1,100 customers globally, including brands like Slack, WeWork, Reddit, Glossier, and Asana.
 
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.