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Customer Support Specialist

2 months ago

New York, New York, United States Lattice Incorporated Full time
About the Role

The Customer Support 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.

Responsibilities
  • Maintain high levels of customer satisfaction with a focus on customer delight while also iterating on and improving customer service techniques
  • Act as the primary product and support specialist - you'll know the product better than anybody and serve as the voice of the customer
  • Provide quality support via chat, phone, and email
  • Monitor customer health and develop methods for customer re-engagement
  • 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
  • Professional-level proficiency in any non-English language
  • 1-2 years experience, with a preference for applicants with a customer success, account management, or sales background
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.