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- Tasks: Help customers master the Lattice platform and solve their queries with a smile.
- Company: Join a dynamic team at Lattice, where customer care is our passion.
- Benefits: Enjoy competitive salary, health benefits, and a supportive work environment.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Strong communication skills and a passion for helping others are key.
- Other info: Flexible hybrid work schedule with opportunities for professional development.
The predicted salary is between 39500 - 48000 £ per year.
This is Customer Care at Lattice. 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
What You Will Do
- 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 - you'll 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.
- You will follow a hybrid schedule and work from our London office two fixed days per week.
What You Will Bring to the Table
- 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.
The estimated annual cash salary for this role is £46,500 - £57,000. This position is also eligible for incentive stock options, subject to the terms of Lattice's applicable plans.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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; and Invest in Your People Fund.
Senior Customer Support Associate in London employer: Lattice
Contact Detail:
Lattice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Associate in London
✨Tip Number 1
Get to know the company inside out! Research Lattice, its values, and the platform. This way, when you chat with them, you can show off your knowledge and passion for customer care.
✨Tip Number 2
Practice your communication skills! Whether it's through mock interviews or casual chats with friends, being able to articulate your thoughts clearly will help you shine during the interview process.
✨Tip Number 3
Show your enthusiasm for learning! Mention any relevant courses or training you've done, especially if they relate to customer support or the tech industry. It shows you're a self-starter and ready to grow!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Lattice team!
We think you need these skills to ace Senior Customer Support Associate in London
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for customer support! Share experiences where you've gone above and beyond to help someone out. We love candidates who are genuinely excited about making customers successful.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant skills and experiences that match the job description. We want to know how you can contribute to our team and delight our customers!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate candidates who can communicate effectively, just like we do with our customers!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Lattice
✨Know the Product Inside Out
Before your interview, make sure you familiarise yourself with the Lattice platform. Understand its features and how it benefits users. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Customer Care Skills
Even if you don't have direct experience in customer support, think of examples from your past where you've helped others or solved problems. Highlight your ability to empathise and communicate effectively, as these are key traits for a Senior Customer Support Associate.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific customer situations. Practice responses that demonstrate your problem-solving skills and your commitment to customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Team Collaboration
Since the role involves cross-functional collaboration, be ready to discuss how you've worked with different teams in the past. Share examples that illustrate your teamwork skills and your ability to contribute positively to group dynamics.
