Senior Customer Support Associate

Lattice•New York, NY

1d•$65,000 - $81,000•Hybrid

About The Position

The Senior Customer Support Associate is a trusted advisor for our customers and internal team members. You will be responsible for supporting our enterprise customers by providing a consultative approach to solve complex customer issues, while also building trust and relationships. You also act as a partner to our Customer Success teams, supporting their strategic efforts to foster product adoption by providing expert support in daily email and chat interactions. The Senior Customer Support 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 our customers, are genuinely curious about learning, employing, and sharing creative solutions, and act quickly to prioritize customer needs. They are passionate about providing our customers with the best experience possible while meeting them where they’re at with prompt replies, live zoom support, and solutions that work. The ideal candidate: Is a self starter dedicated to solving problems for our largest customers Recognizes how to prioritize based on customer urgency and size Works well with cross functional partners and appreciates the need for cross team collaboration to drive retention Is obsessed with learning the ins and outs of the product and the ability to provide workaround solutions, when necessary Has a proven ability to spot trends and propose solutions to improve team and customer experience Consistently meets and exceeds all individual team productivity metrics This role will be based in our London office and the person in this role will be expected to be in the office at least 1 day per week.

Requirements

2-3 years of experience in customer support preferred for this leadership role
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 Haves

Experience working with Zendesk, Slack, Jira, and Zoom

Responsibilities

Support our 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 and shared with our product team
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
Excelling at all individual team productivity and quality metrics
Bringing areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them
Being a process advocate for the knowledge capture philosophy
Sharing feedback on new initiatives and areas of discussion
Participating in team meetings and trainings