Manager, Customer Care

Job Description

About the Role We’re thrilled to be looking for a manager for a Customer Care team at Lattice. For the right candidate, this will be a unique and exciting role to help a team scale through rapid growth. The Customer Care Manager will be a high-energy and coaching-focused leader responsible for the growth and development of their team. The Manager will create, develop, and support a collaborative and results-driven team culture as well as an environment that allows individuals to thrive and customers to realize the value of Lattice. They will also build strong cross-functional relationships within the Customer Experience organization and the broader Lattice organization - interfacing regularly with sales, engineering, product, and design - to ensure the success of customers.

Responsibilities

• Manage a team of individual Customer Care Associates (CCAs), as well as set the culture, pace, and expectations for your team.
• Hire and develop CCAs to meet company growth targets while providing opportunities for the CCAs’ own professional growth and development.
• Set the direction/goals for the team that align with the broader organizational strategy.
• Responsible for ensuring individual team members and the entire team meet goals related to customer care activities, including inbound support, new customer implementations, and renewals. Key performance metrics include revenue and logo retention, CSAT and NPS.
• Create relationships that facilitate cross-functional collaboration and ensure product adoption and customer success.
• Serve as a thought leader, customer advocate, and partner to your employees and customers.
• Help refine and standardize processes across the organization to help “build the customer playbook,” improve customer outcomes, and increase the operational efficiency of the team.

Preferred Qualifications

• Experience directly managing and scaling a successful Customer Care or Customer Support team.
• Proven track record of leading and building teams of individuals that consistently meet and exceed established goals.
• Strong empathy for customers and passion for revenue growth.
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects).
• Outstanding listening skills are an absolute must. Experience working with Salesforce (Experience with Gainsight and Intercom is a plus).
• BA/BS degree or equivalent work experience.

Who you are

• A strategic thinker with a knack for using the appropriate combination of data and judgment to guide decision making.
• Able to attract and retain talent, with a commitment to and passion for growing and developing internal talent.
• A strong project manager who possesses business process reengineering skills.
• Driven - nobody pushes you to excel, it’s who you are, and you thrive in fast-paced environments.
• An enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others.

Why Lattice?

• We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.
• The opportunity to join an energetic and ambitious team that is passionate about solving customers’ needs and loves coming to work every day.
• Partner with 1,300+ companies around the world to make sure their employees are engaged and performing at a high level.
• A culture that encourages and promotes professional growth and development, with continuous learning reimbursements.
• Competitive salary, equity, and benefits.
• Flexible vacation/time-off policy.

About Lattice Lattice is on a mission to build cultures where employees and their companies thrive. In an age where innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016 we have grown to over 1,300 customers globally, including brands like Slack, WeWork, Reddit, Glossier, and Asana. -- 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. Apply for this job