Senior Customer Support Associate

Who you are

You are a capable and compassionate go-getter with a strong desire to provide excellent customer service. You thrive in a collaborative environment and enjoy working cross-functionally to enhance the customer experience. While a background in customer care is beneficial, it is not a requirement; what matters most is your ability to learn quickly and your obsession with delivering the best possible experience for customers. You are a self-starter who is eager to grow in your career and develop your skills in customer support.

What you'll do

In this role, your primary goal will be to maintain high levels of customer satisfaction, focusing on customer delight while continuously improving customer service techniques. You will act as the primary product and support specialist, ensuring you have an in-depth understanding of the Lattice platform to serve as the voice of the customer. You will provide quality support through various channels, including chat, phone, and email, ensuring that customers receive prompt and effective solutions to their inquiries. Additionally, you will lead successful implementations for customers onto the Lattice platform, creating and conducting product training and webinars to educate users on performance management and Lattice methodologies. Your role will involve listening closely to customer feedback to inform future improvements in the customer experience.

What we offer

At Lattice, we are committed to fostering an inclusive community and providing an environment free from discrimination and harassment. We value the contributions of our team members and encourage you to apply even if your experience doesn't match every requirement. Join us in our mission to help organizations engage, retain, and grow their employee base through effective performance management solutions.