Latch Hiring for Customer Support Specialist at St Louis, MO Full Time

Our mission is to unified access to spaces, services, and experiences that redefine the way we live, work, and connect. We do this by combining software, products, and services into a holistic platform that makes spaces more efficient, enjoyable, and profitable.

Recently, we’ve acquired Honest Day’s Work, propelling us toward a seamless residential ecosystem. Think empowered building owners, operators, and residents with secure access.

Led by CEO Jamie Siminoff’s visionary expertise, we’re shaping the future of spaces.

James is seeking a Customer Support Specialist who will assist with the next phase of James’s above-and-beyond support team. The individual in this role will take on new challenges and opportunities posed by James offerings as well as the development and iteration of James support best practices.

This role will work closely with the Product Team, Engineering Team, and Sales Team to provide a seamless end-to-end user experience.

A Customer Support Specialist is a person with a dedication to driving continuous process improvement and is responsible for providing the highest quality of care centered around good data, proper documentation, and empathetic customer relationship management. Specialist Teams perform tier 2 troubleshooting and are responsible for supporting some of James’ most valuable customers. Specialists are responsible for managing the day-to-day operations of their specific Zendesk queues, and any assigned projects, as well as providing feedback to their Manager and Corresponding Product/Engineering leads as needed.

What You’ll Do

• Support a variety of James users including premium support customers
• Deliver operational KPIs within a time-sensitive and demanding environment
• Act as a Subject Matter Expert (SME)—identify trending issues and guide other Support team members to do the same in their daily work
• Offer day-to-day guidance and support to other internal stakeholders, including tier 1 agents, by being present and approachable on the floor as the first point of contact for your areas of expertise, answering questions and providing real-time feedback
• Ensure team compliance with company policies; documenting and escalating issues as required
• Serve as a cross-functional liaison to Product, Sales, and Engineering stakeholders focusing on ing regarding support insights and ownership of escalations
• We provide support from 8:00 am to Midnight Eastern Time (UTC-4), 7 days a week. The role may require either daytime or night time hours, including weekends, and consist of working 5 consecutive days in a given 7 day work week.

Basic Qualifications

• 3+ years in a customer experience, customer service, or operations role with a proven ability to set goals, drive accountability, personally develop new skills, and stay calm through challenging situations
• Experience working with high-profile accounts, and advising on overall support needs and statuses
• Problem-solver who understands how to work with a variety of stakeholders throughout the Customer Journey
• Proven success in highly cross-functional environments with varying degrees of ambiguity
• Excellent oral and written communication skills. Very comfortable on the phone and breaking down complex systems for wide audiences
• Ability to think on one’s feet and solve problems as needed
• High level of intuition and ability to prioritize tasks independently
• Strong attention to detail and organization
• Confident working with data and data tools. An ability to quickly analyze data to tell a story and identify areas for operational improvement
• Experience with Zendesk preferred
• Bachelor’s degree preferred

We offer unlimited Paid Time Off, a competitive health package, and a culture where employees are surrounded by creative, empowered, and dynamic peers. There is no better time to join us. As we grow as a company, we are excited to see our employees grow with us.

Joining us means:

• Having teammates all over the world in the US, Argentina, Mexico, Italy, Uruguay, Portugal, and Spain.
• Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.
• Being encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.

We embrace diversity and strive to create an inclusive and equitable environment for all.

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