Senior Enterprise Support & Success Lead

The Wrap; United States; Híbrido; USD 54.000 - 73.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401(k) retirement plan

Learning & Development Budget

Descripción de la vacante

Lattice is seeking a Senior Customer Support Associate to serve as a trusted advisor for enterprise customers, delivering consultative issue resolution via email, chat, and video calls. You will partner with Customer Success to foster product adoption and provide expert support daily.

You will mentor teammates, share workflow improvements, and help drive efficiency while maintaining top productivity metrics and customer satisfaction across time zones.

Formación

• 2-3 years of experience in customer support preferred for this leadership role.
• Outstanding communication skills and ability to collaborate cross-functionally.
• Strength in multi-tasking, prioritization, attention to detail, and organization.
• Aptitude for learning new products and technologies.
• Excellent teammate who contributes ideas to improve processes.
• Solid work ethic and accountability.

Responsabilidades

• Provide quality support to customers through live chat, email, and video calls.
• Act as an extended branch of Customer Success by partnering with CSMs and building trusted relationships with high-tier clients.
• Identify when to work with cross-functional partners to dive retention by leveraging data to share customer insights.
• Participate in the SME program to ensure knowledge is maintained and shared with the product team.
• Assist with escalated conversations to ensure best support during all business hours.
• Mentor new team members through onboarding and growth into tenured roles.

Conocimientos

Customer support

Communication

Multi-tasking

Learning agility

Team player

Work ethic

Herramientas

Zendesk

Slack

Jira

Zoom

Descripción del empleo

Lattice is seeking a Senior Customer Support Associate to serve as a trusted advisor for enterprise customers, delivering consultative issue resolution via email, chat, and video calls. You will partner with Customer Success to foster product adoption and provide expert support daily.

You will mentor teammates, share workflow improvements, and help drive efficiency while maintaining top productivity metrics and customer satisfaction across time zones.