Customer Care Associate

New York, NY

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 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. 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 - you’ll 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 monitor customer health and develop methods for customer re-engagement
• 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
• Professional Spanish proficiency 

Why Lattice?

• We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
• The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
• Partner with 2,000+ companies around the world to make sure their employees are engaged and performing at a high level
• A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
• Competitive salary, equity, and benefits
• Flexible vacation/time-off policy

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 2000 customers globally, including brands like Slack, Reddit, Glossier, and Asana.

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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.