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 support 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 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 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 2,000+ 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
  • Flexible vacation/time-off policy