Senior Customer Care Associate - Lattice

This is Customer Care at Lattice

The Senior Customer Care Associate is a trusted advisor for our customers and internal team members. You’ll support our largest customers by providing a consultative approach to solve complex customer issues, while also building trust and relationships. You’ll act as an extended branch of the Customer Success team, supporting smooth transitions with internal stakeholders, such as, Customer Success Managers and Customer Onboarding Managers. 

The Senior Customer Care Associate is a proactive and compassionate go-getter. You have a strong foundation of product and process knowledge and will be an internal resource driving efficiency across the team. Successful team members take ownership supporting tiered customers and act quickly to prioritize their needs. You are obsessed with giving our customers the best experience possible while meeting them where they’re at with prompt replies, live zoom support, and solutions that work. 

What You Will Bring to the Table

• You’re a self starter dedicated to solving problems for our largest customers
• You recognize how to prioritize based on customer urgency and size
• You work well with cross functional partners and appreciate the need for cross team collaboration to drive retention
• You are obsessed with learning the ins and outs of the product and the ability to provide workaround solutions, when necessary
• You have a proven ability to spot trends and propose solutions to improve team and customer experience
• You consistently meet and exceed all individual team productivity metrics
• You will attend team in-office days twice a month

What You Will Do

• Support our high tiered customers 
• Provide quality support to our customers through live chat, email, and video calls
• Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high tiered clients  
• Partner effectively with cross functional teams
• Effectively identify when to work with cross functional partners to dive 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 
• Support our team 
• Assist with escalated conversations to ensure we are providing 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

Lead by example in the following areas

• Excel at all individual team productivity and quality metrics
• Bring areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them
• Be a process advocate for the knowledge capture philosophy 
• Share feedback on new initiatives and areas of discussion 
• Participate in team meetings and trainings as a highly visible member of the team

 

The estimated annual cash salary for this role is £46,500 - £51,750. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; Lattice provides a scheme through SmartPension and will match your contribution up to 5%.; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.