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

Senior Customer Support Associate

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Lattice

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