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    Customer Support Associate - San Francisco, United States - Lattice Incorporated

    Lattice Incorporated
    Lattice Incorporated San Francisco, United States

    2 weeks ago

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    Description

    Customer Support Associate
    at Lattice

    San Francisco, CA


    About the Role
    The Customer Support 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 Support Associate is a capable and compassionate go-getter. Having a background in customer care 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 - youll 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 lead successful implementations for our Customers onto Lattice.
    • You will create and conduct product training and webinars to educate customers so they can engage, retain and grow their employee base.
    • 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.

    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 3,500+ customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

    *and* personal fulfillment ????. We believe in the value of continued learning investments ????and reimbursements. We offer a competitive salary (including equity????) and our benefits are thoughtful. We believe that taking the time for you is important and have a flexible vacation/time-off policy to prove it. We even incorporated Lattice Recharge Days
    to ensure youre getting a break every month. Lattice has also implemented a ???? remote-first hybrid model (team-dependent, you work from wherever makes you most comfortable). If that gets you excited, now is the perfect time to join; so bring your appetite for ownership and creation and help Lattice continue to grow ????


    *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.
    *By clicking the "Submit Application" button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with* *.

    Location (City)

    Voluntary Self-Identification
    For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely
    voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

    As set forth in Lattices Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

    Gender Gender

    Gender
    Please identify your race Please identify your race

    Please identify your race

    If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

    As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.


    Classification of protected categories is as follows:
    A "disabled veteran" is one of the following: a veteran of the U.S.

    military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

    A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

    military, ground, naval, or air service.
    An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

    military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

    An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

    military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

    Veteran Status Veteran Status

    Veteran Status
    Form CC-305
    OMB Control Number
    Expires 05/31/2023

    Voluntary Self-Identification of Disability

    We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities.

    We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities.

    To do this, we must ask applicants and employees if they have a disability or have ever had a disability.

    Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

    Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so.

    Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions.

    Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.

    For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S.

    Department of Lab

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