About the Role

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 2,750+ customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

Check out what our CX team is up to here!

Responsibilities

• Keep in close contact with front line feedback by helping customers troubleshoot technical support topics including HRIS and SCIM integrations, SAML SSO, API, SFTP through live chat, email or phone.
• Bug triage and management of tickets to investigate root cause, scope and severity of issues.
• Be a part of our Customer Care incident response team and work with engineering on resolution communication to internal teams.
• Continue to make our processes better through data driven decision making to support needs of our team including updating internal tooling, documentation and in scope engineering tasks.

Qualifications

• Technical and/ or engineering background- experience reading and writing code
• Friendly, empathetic, communication style and are excited to work with our customers and internal teams. You are passionate about making our customers personally and professionally successful.
• Strong product support, database administration, SQL, and log integration background
• Some basic automation knowledge and comfortable scripting is desirable
• You have an aptitude for learning new products and technologies
• Outstanding communication and project management skills.
• Strength in multi-tasking, prioritization, attention to detail, and organization

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 experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
• Partner with 2,750+ 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 2750+  customers globally, including brands like Slack, Reddit, Glossier, and Asana.

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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.

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