Customer Support Team Lead at Latch

| Remote
Sorry, this job was removed at 11:27 a.m. (EST) on Friday, November 12, 2021
Find out who's hiring in NYC.
See all Operations jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Renting a home is the world's oldest subscription service. People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired. Latch is working to make every building better, and while we've methodically executed this mission since our founding with great success, we're just getting started.

Leveraging our knowledge from companies like Apple, BCG, and IDEO, we’ve rethought how people interact with space. Latch delivers a full-building operating system designed to help owners, residents, and third parties like guests, couriers, and service providers, seamlessly experience the modern building. We’ve done this by combining software, devices, and services into a holistic platform that makes spaces more efficient, enjoyable, and profitable.

The next chapter of the Latch story will be our most exciting yet, and we’re looking for more talented team members to help fuel our growth.

Customer Support Team Lead is a people leader with a dedication to drive continuous process improvement. They directly manage and motivate 5-10 Customer Support Associates responsible for providing the highest quality care centered around good data, proper documentation, and empathetic management. Customer Support Associates are the direct line to our users, answering our questions and tending to their needs! Customer Support Team Leads are responsible for managing the day to day operations of their specialized team while providing feedback to their dedicated Core Product Unit.
Requirements

  • Please provide your resume as well as an additional cover letter explaining you Customer Support Team lead experience. 

Responsibilities

  • Directly lead, motivate, and develop Customer Support Associates to deliver on operational KPIs within a time-sensitive and demanding environment.
  • Offer guidance and support to your team by being present and approachable on the floor, answering questions, hosting bi-weekly 1-on-1 and meetings, and providing real-time feedback. 
  • Audit your team’s performance through ongoing analysis and use insights to highlight opportunities for improvement, additional training, or further review
  • Ensure team compliance with company policies; documenting and escalating issues as required.
  • Create and distribute performance reports to management, senior leadership, and other stakeholders.
  • Act as a Subject Matter Expert (SME)—identify trending issues and guide CSRs do the same in their daily work
  • Cross functional liaison to Product and Engineering stakeholders focusing on reporting regarding support insights and ownership of escalations.

Qualifications

  • 1-2  years of management experience—You have a demonstrated ability to set team goals, drive accountability, develop talent, and stay calm through challenging situations
  • Maintain a positive, can-do demeanor and encourage others to do the same
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills - You establish trust and effective working relationships with internal and external partners
  • Strong time-management and organizational habits—You prioritize work effectively and drive multiple projects to completion at once
  • Willingness to work weekends, occasional holidays, and outside a standard 8 to 5 shift schedule

Preferred

  • Experience managing people in customer support or service industry, or other high-volume production environment
  • Experience with Zendesk is required
  • Experience with Access is a plus.
  • Multifamily experience 
  • Software support experience 
  • Experience working directly with product team to discuss feedback loops

Founded in 2014, Latch now has 300+ team members working to make spaces better places to live, work, and visit. Over half of our team members work in product development roles, and our team leverages established expertise in over 55 professional disciplines.

We offer unlimited Paid Time Off, a comprehensive benefits package, mental health support, and an environment where employees are surrounded by creative, empowered, and dynamic peers.

In conjunction with our ​core values​: Contagious Determination, Humility, Trust, Inclusion, Action with Intent, and Privacy, we approach our work with care and a sense of duty, to make the world a better space.

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

Applicant Privacy Notice

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • AWS (Amazon Web Services)Languages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • HTMLLanguages
    • ReactLibraries
    • AngularLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MixpanelAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ConfluenceManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • WrikeManagement
    • SlackManagement
    • DocuSignCRM
    • SalesforceCRM
    • NetsuiteCRM
    • MarketoLead Gen

Location

NY

What are Latch Perks + Benefits

Latch Benefits Overview

Founded in 2014, Latch now has 300+ team members working to make spaces better places to live, work, and visit. Over half of our team members work in product development roles, and our team leverages established expertise in over 55 professional disciplines.

We offer unlimited Paid Time Off, a comprehensive benefits package, mental health support, and an environment where employees are surrounded by creative, empowered, and dynamic peers.

In conjunction with our ​core values​: Contagious Determination, Humility, Trust, Inclusion, Action with Intent, and Privacy, we approach our work with care and a sense of duty, to make the world a better space.

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

Culture
Volunteer in local community
Latch participates in local volunteer activities to connect with our community. Past events have included urban farming, canning and composting, and holiday sock drives.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Latch boasts committees such the Mental Wellness Committee and the Committee to Combat Systemic Racism. We're building out Employee Advisory Groups for women, LGBTQ+, and Black employees as well.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Latch offers employees fully-paid mental health resources through Modern Health. This includes licensed therapy, coaching, digital courses, meditation, and group sessions.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Latch also provides 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Latch employees receive unlimited flex PTO and sick days.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Latch hosts company outings Semi-annually.
Happy Hours
Happy hours are hosted at team's discretion.
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Latch offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Latch hosts lunch and learn meetings once per quarter.
Promote from within
Customized development tracks
More Jobs at Latch54 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Sales
new
Remote
Marketing
new
Remote
Sales
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
Developer
new
Remote
Operations
new
Remote
Marketing
new
Remote
Sales
new
Remote
Operations
new
Remote
Design + UX
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Finance
new
Remote
HR + Recruiting
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
Design + UX
new
Remote
Developer
new
New York
Marketing
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
Product
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
Developer
new
Remote
Marketing
new
Remote
Finance
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Developer
new
New York
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Latch's full profileSee more Latch jobs