Customer Support Specialist

Summary

Join Lattice as a Customer Support Specialist and become a trusted advisor for our customers and internal teams. You will support our largest customers, providing consultative solutions to complex issues while building strong relationships. This role involves acting as an extension of the Customer Success team, collaborating with internal stakeholders to ensure smooth transitions. As a proactive and compassionate problem-solver, you will leverage your product and process knowledge to drive team efficiency. You will prioritize customer needs, providing prompt support through various channels, and consistently exceeding productivity metrics. This position requires strong problem-solving skills, cross-functional collaboration, and a dedication to providing exceptional customer experiences. The role is based in the Central or Mountain time zones.

Requirements

• 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 are located in the Central or Mountain timezones

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
• 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

Benefits

• 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
• Internet and Phone Stipend
• One time WFH Office Set-Up Stipend
• 401(k) retirement plan
• Financial Planning
• Learning & Development Budget
• Sabbatical Program
• Invest in Your People Fund