Support Operations Manager at Latch

| Remote
Sorry, this job was removed at 8:01 a.m. (EST) on Wednesday, November 3, 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 People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired.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.

Latch is seeking a Support Operations Manager to help oversee our Support team. You will help hire, train, and manage the next phase of Latch’s above and beyond support team as they embark on new challenges and opportunities posed by a plethora of new Latch product offerings. Latch’s Support team focuses on all general and specialized customer support inquiries covering both software and hardware products. This role will work closely with Product and Engineering teams, as well as the Customer Success team, You will report to the VP of Support and SVP of Global Operations. 

Smart access isn’t about locking doors, it’s about opening up new possibilities. Latch is the world’s first fully integrated hardware and software system dedicated to bringing seamless access to every door in a modern building. We’re looking for the curious and the creative to join our team and help us continue to change the way we access our most valued spaces.

Responsibilities

  • Create job descriptions and interview, assess, hire, and train all open roles
  • Perform quality control audits of team’s work
  • Provide 1-1 guidance on current role performance and career progression
  • Write and disseminate urgent support communications both internally and externally 
  • Create and manage Support on-call schedule and ensure proper support staffing at all times
  • Provide insights, metrics, reports, and access to tools for executive review and product research 
  • Educate and brief team on new features and releases
  • Participate in rotating Support on-call schedule
  • Build and refine processes and SOPs
  • Own all Customer Support team Zendesk configuration and reporting 
  • Own all team SLAs including resolution, satisfaction, efficiency, and customer effort

Qualifications

  • Experience managing people managers is required. 
  • Experience in Support Operations is required.  
  • Experience in a customer experience, customer service, or operations role. Fast scaling startup experience is a plus!
  • Excellent oral and written communication skills. Very comfortable on the phone and via emails breaking down complex systems for wide audiences
  • Ability to think on your 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 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
  • A seasoned hiring manager with an eye for talent and development
  • Proven success in highly cross-functional environments with varying degrees of ambiguity

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
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
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
Developer
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
Marketing
new
Remote
Finance
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
Developer
new
New York
Data + Analytics
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