Manager, Customer Care

About the Role 

The Manager of Customer Care is a high-energy and coaching-focused leader responsible for the performance, growth and development of their team. They will support a collaborative and results-driven team environment that allows their direct reports to thrive. 

This role will be responsible for meeting our service level commitments and goals ensuring customers receive a seamless experience through quality support, responsiveness and high customer satisfaction. They will also build strong cross-functional relationships interfacing regularly with customer experience, sales, marketing, engineering, product, and design to guarantee the success of customers.

Responsibilities 

• Manage a San Francisco based team of Customer Care Associates (CCAs), who are working on the front lines with our clients through email, live chat and phone.
• Ensure individual and team quality goals are met including inbound support metrics, new customer implementations, CSAT and NPS.
• Hire and develop CCAs to meet company growth targets while providing opportunities for the CCAs’ own professional growth and development.
• Continuously encourage process improvements through strategic problem solving and data driven analysis. 
• Create relationships that facilitate cross-functional collaboration, product adoption and customer success.
• Serve as a thought leader, customer advocate and partner to your team and customers.

Desired Skills & Experience 

• Experience directly managing a team with a proven track record of meeting and exceeding established goals.
• Able to attract and retain talent, with a commitment and passion for growing and developing internal talent.
• Strong empathy for customers and ability to de-escalate important client issues. 
• Passion for revenue growth and is able to bring ideas to help product usage and customer retention through data driven decision making.
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must. 
• Experience working with Salesforce, Zendesk, Jira, and Gainsight is a plus.

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 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 3,100 customers globally, including brands like Slack, Pinterest, Reddit, 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.

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