Senior Customer Support Associate

ABOUT THE ROLE We are seeking a highly skilled Senior Customer Support Associate to join our team at Lattice. As a trusted advisor for our customers and internal team members, you will be responsible for providing consultative support to our enterprise customers, building trust and relationships, and partnering with our Customer Success teams to foster product adoption. WHAT YOU'LL DO As a Senior Customer Support Associate, you will be responsible for: Supporting our customers by providing quality support through live chat, email, and video calls, and acting as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high-tiered clients. Partnering effectively with cross-functional teams, including identifying when to work with cross-functional partners to drive retention by leveraging processes and analyzing data to share customer insights, and participating in the subject matter expert (SME) program to ensure a high level of knowledge is maintained and shared with our product team. Supporting our team by assisting with escalated conversations, being a leader on the team by answering questions through Zoom and Slack for teammates who need help, and mentoring new team members as they navigate through the onboarding process and grow into more tenured roles. Leading by example in areas such as excelling at 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, and participating in team meetings and trainings. WHAT YOU'LL NEED To be successful in this role, you will need: 2-3 years of experience in customer support, preferably in a leadership role. Outstanding communication skills and the ability to collaborate cross-functionally. Strength in multi-tasking, prioritization, attention to detail, and organization. An aptitude for learning new products and technologies. An excellent teammate who gives ideas to improve processes. A solid work ethic. WHY REMOTE This role is eligible for remote work, allowing you to work from the comfort of your own home. BENEFITS We offer a comprehensive benefits package, including: 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 401(k) retirement plan Financial Planning Learning & Development Budget Note: Compensation may vary based on location, individual candidate skills and qualifications, and individual candidate experience.