Senior Customer Support Associate

About the Role

In this dynamic role, you'll be responsible for driving efficiency across the team, leveraging your product and process knowledge to identify areas for improvement. You'll be a self-starter, dedicated to delivering outstanding customer experiences and meeting the needs of Lattice's high-tiered clients.

As a key member of the customer support team, you'll be expected to take ownership of customer issues, working proactively to resolve problems and exceed customer expectations. You'll be a compassionate and empathetic advocate for customers, providing timely and effective solutions to their needs.

What You Will Do

• Provide high-quality support to customers through multiple channels, including live chat, email, and video calls
• Act as a trusted advisor to customers, building relationships and fostering trust through a consultative approach
• Collaborate with Customer Success teams to drive product adoption and retention, providing expert support and guidance
• Identify areas for process improvement, leveraging data and analytics to inform decision-making
• Partner with cross-functional teams to drive customer satisfaction and retention
• Develop and maintain in-depth knowledge of Lattice's products and services, staying up-to-date with the latest features and functionality
• Participate in the subject matter expert (SME) program, sharing knowledge and expertise with the product team
• Assist with escalated conversations, providing support and guidance to ensure prompt resolution
• Mentor new team members, providing guidance and support as they navigate the onboarding process
• Lead by example, excelling in individual team productivity and quality metrics, and identifying areas for improvement

What We Are Looking For

• 2-3 years of experience in customer support, preferably in a similar role or industry
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues
• Strong foundation of product and process knowledge, with the ability to learn and adapt quickly
• Proven ability to work effectively in a fast-paced, remote environment, with a strong focus on customer satisfaction and retention
• Experience with customer relationship management software, such as Salesforce or similar platforms
• Ability to prioritize and manage multiple tasks and projects simultaneously, with a strong attention to detail and organizational skills
• Compassionate and empathetic approach to customer support, with a strong focus on delivering exceptional customer experiences
• Ability to work collaboratively with cross-functional teams, including Customer Success and Product

Nice to Have

• Experience with data analysis and reporting, with the ability to inform decision-making and drive process improvement
• Knowledge of industry-specific trends and developments, with the ability to apply this knowledge to drive customer satisfaction and retention
• Certification in customer support or a related field, such as a Certified Customer Service Representative (CCSR) or similar designation
• Experience with project management tools, such as Asana or Trello, with the ability to manage multiple projects and tasks simultaneously

Benefits and Perks

• Competitive salary and benefits package, with opportunities for professional growth and development
• Flexible and remote work arrangements, with the ability to work from anywhere in the US (PST, MST)
• Comprehensive health and wellness programs, including medical, dental, and vision coverage
• Generous PTO and holiday schedule, with opportunities for paid time off and vacation
• Access to cutting-edge technology and tools, including the latest software and equipment
• Opportunities for professional development and growth, including training and certification programs
• Collaborative and dynamic work environment, with a strong focus on teamwork and camaraderie

• When applying, be sure to highlight your experience with customer relationship management software and your ability to work effectively in a fast-paced, remote environment. Consider including specific examples of times when you've gone above and beyond to deliver exceptional customer experiences.
• To stand out in the application process, focus on showcasing your technical skills and knowledge of industry-specific trends and developments. Be prepared to provide specific examples of how you've applied this knowledge to drive customer satisfaction and retention.
• In preparation for the interview, review Lattice's products and services, and be prepared to discuss your experience with similar technologies. Practice answering behavioral questions, such as 'Tell me about a time when...' and be prepared to provide specific examples of your experience and skills.
• When negotiating salary, be sure to research the market rate for similar roles and be prepared to discuss your expectations and qualifications. Consider highlighting your unique skills and experience, and be prepared to make a strong case for why you're the best fit for the role.
• Red flags to watch for in the application process include a lack of transparency about the company culture or values, or unclear expectations about the role and responsibilities. Be sure to ask questions during the interview process, and pay close attention to the responses from the hiring team.