Senior Customer Support Associate

About the Role

As a Senior Customer Support Associate, you will be responsible for supporting customers through various channels, including live chat, email, and video calls. You will work closely with cross-functional partners to drive retention and ensure that customers receive the best possible experience. Your ability to prioritize tasks based on customer urgency and size, recognize trends, and propose solutions to improve team and customer experience will be invaluable in this role.

What You Will Do

• Provide quality support to customers through live chat, email, and video calls, ensuring prompt and effective resolutions to their issues.
• Act as an extended branch of Customer Success by partnering with Customer Success Managers to build trusted relationships with high-tiered clients.
• Identify when to work with cross-functional partners to dive into retention by leveraging processes and analyzing data to share customer insights.
• Participate in the subject matter expert (SME) program to ensure a high level of knowledge is maintained and shared with the product team.
• Assist with escalated conversations to ensure the best support for all customers throughout all business hours.
• Be a leader on the team by answering questions through Zoom and Slack for teammates who need help.
• Mentor new team members as they navigate through the onboarding process and grow into more tenured roles.
• Excel at all individual team productivity and quality metrics, bringing areas of process improvement to your manager and suggesting solutions.
• Advocate for the knowledge capture philosophy and share feedback on new initiatives and areas of discussion.
• Participate in team meetings and trainings to stay updated and contribute to the team's growth.

What We Are Looking For

• 2-3 years of experience in customer support, preferably in a leadership role or with experience in supporting enterprise customers.
• Outstanding communication skills and the ability to collaborate cross-functionally with various teams.
• Strength in multi-tasking, prioritization, attention to detail, and organization to manage multiple customer interactions simultaneously.
• Aptitude for learning new products and technologies, with a keen interest in staying updated on the latest trends and tools in customer support.
• Excellent teamwork skills, with the ability to give and receive feedback and contribute to process improvements.
• Solid work ethic and a dedication to providing the best possible customer experience.

Nice to Have

• Experience with CRM software and customer support platforms.
• Knowledge of Excel and data analysis tools to analyze customer data and trends.
• Certification in customer support or a related field, demonstrating a commitment to professional development.

Benefits and Perks

• Competitive salary and benefits package, tailored to attract top talent in the industry.
• Opportunity to work with a leading company in people management solutions, offering a chance to grow professionally and personally.
• Flexible remote work arrangement, allowing for a better work-life balance and increased productivity.
• Access to professional development opportunities, including training, workshops, and conferences to enhance skills and knowledge.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about customer support.

• tip: Ensure your resume and cover letter highlight specific examples of times when you provided exceptional customer support, especially in scenarios where you had to think critically and outside the box.
• tip: Prepare to talk about your experience with CRM software, customer support platforms, and data analysis tools, and be ready to provide examples of how you've used these tools to improve customer satisfaction.
• tip: Demonstrate your ability to work independently in a remote setting and manage your time effectively to meet productivity metrics.
• tip: Show a genuine interest in learning about Lattice's products and services, and be prepared to ask thoughtful questions during the interview.
• tip: Emphasize your ability to communicate complex technical information in a clear and concise manner, both verbally and in writing, to diverse audiences.
• tip: Be prepared to discuss your approach to continuous learning and professional development, and how you stay updated on the latest trends and best practices in customer support.