Customer Support Associate

San Francisco, CA, United States

**Customer Support Associate**

at Lattice San Francisco, CA **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 Support 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.

**About Lattice**

* Lattice is on a mission to build cultures where employees and their companies thrive ????. In an age where employees have more choice than ever before, businesses that put employees first are winning ???? and Lattice is building the tools to empower those people-centric companies. Lattice is a people management platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement yielding stronger employee retention, performance, and impact to the bottom line ????. Since launching in 2016 we have grown to over 3,500+ customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

*and* personal fulfillment ????. We believe in the value of continued learning investments ????and reimbursements. We offer a competitive salary (including equity????) and our benefits are thoughtful. We believe that taking the time for you is important and have a flexible vacation/time-off policy to prove it. We even incorporated Lattice Recharge Days ???? to ensure youre getting a break every month. Lattice has also implemented a ???? remote-first hybrid model (team-dependent, you work from wherever makes you most comfortable). If that gets you excited, now is the perfect time to join; so bring your appetite for ownership and creation and help Lattice continue to grow! ????

-- *Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.*

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