Customer Care Associate

**Customer Care Associate**

at Lattice San Francisco, CA ****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 3,300 customers globally, including brands like Slack, Reddit, Glossier, and Asana. Our latest Series E funding led by Tiger Global puts the valuation of the business at $1B; heres your opportunity to join a rising unicorn in the hot HR tech space

****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 - youll 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'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.

Help make a difference in the culture of fast-growing companies around the world. Lattice helps 2,100+ companies around the world make sure their employees are engaged and performing at a high level.

Lattice is #1 rated on G2 Crowd (4.6 stars) for performance management

Lattice is one of the in the Bay Area

Work with an A+ smart, passionate, and genuinely nice marketing and sales team

We take culture very seriously - we encourage and promote professional growth and development - its part of our DNA

Competitive salary and benefits

Flexible vacation/time-off policy

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