About Lattice
Empowering employee success through innovative HR solutions
Key Highlights
- Valued at over $3 billion
- Trusted by 4,000+ companies including Reddit & Slack
- $329.4 million raised in Series E funding
- Headquartered in San Francisco with a new London office
Lattice is an employee success platform headquartered in Rincon Hill, San Francisco, CA, focused on enhancing workplace culture and engagement. Trusted by over 4,000 companies, including Reddit, Slack, and Cruise, Lattice's solutions facilitate performance reviews, OKRs, and manager meetings. With a...
🎁 Benefits
Lattice offers equity options, a flexible vacation policy, and continuous learning reimbursements to support employee development. The company also pr...
🌟 Culture
Lattice fosters a culture centered around employee engagement and success, leveraging data-driven insights to enhance HR practices. The company is com...
Technical Support Manager • Lead
Overview
Lattice is hiring a Technical Support Manager to lead and develop a high-performing team of Technical Support Engineers. You'll focus on enhancing customer experience and driving team outcomes. This role requires strong leadership and technical fluency.
Job Description
Who you are
You are a people-focused leader with a strong technical background, capable of guiding a team of Technical Support Engineers through complex challenges. With experience in customer support, you understand the importance of delivering high-quality service and have a knack for coaching team members to achieve their best. You thrive in environments where you can set clear priorities and translate company strategies into actionable team goals.
You have a proven track record of managing teams effectively, ensuring that service quality and customer satisfaction are at the forefront of your team's objectives. Your ability to partner with other departments, such as Customer Care and Technical Support Engineering, allows you to align support motions and escalation paths seamlessly. You are committed to fostering an inclusive team culture that values diverse perspectives and encourages growth.
What you'll do
In this role, you will lead a team of Technical Support Engineers, providing hands-on support across various channels including live chat and email. You will coach your team through technical and customer challenges, ensuring they have the resources and guidance needed to excel. Your responsibilities will include owning team outcomes related to service quality and customer experience, as well as driving key initiatives that enhance the overall support process.
You will set clear priorities for your team, translating broader company strategies into specific goals that your team can work towards. Collaboration will be key as you partner closely with other leaders in Customer Care and Technical Support Engineering to ensure effective incident response and support motions. Your leadership will help create a consistent and exceptional customer experience, making a significant impact on the organization.
What we offer
At Lattice, we value our employees and strive to create a supportive work environment. We offer competitive compensation and benefits, along with opportunities for professional development and growth. You will be part of a dynamic team that is dedicated to delivering exceptional support and making a difference in our customers' experiences. Join us in our mission to empower teams and drive success through effective technical support.
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