Vice President of Customer Support

| Remote
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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 People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired.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 an inclusive and collaborative leader with a genuine curiosity for cutting edge technology and passion for helping others succeed to grow and manage our scaling Support teams. As the Vice President of Customer Support, you’ll oversee customer support and technical support teams who are responsible for all reactive customer support for both our hardware and software products. We are only successful because of our customers, and we are seeking an exceptional leader who will double down on customer centricity, use data to make informed decisions, and be both strategic and human in their management of the Support functions.

The position will report into the VP of Operations and you will partner closely with Operations Leadership to develop and execute our customer support strategy and to ensure continuous improvement of the customer experience and operational excellence.

Responsibilities

  • Lead and help scale a customer centric, motivated and high performing Support organization
  • Drive the vision for the future of Support at Latch, and introduce innovative ways to support our customers with the goal of achieving the highest standards in customer satisfaction
  • Ensure the teams meet and exceed our aggressive Support expectations, performing at or above industry leading targets including response time, resolution time, and customer satisfaction
  • Develop infrastructure to ensure the teams scale in a cost effective and efficient manner, including focusing on process improvements and technological integrations
  • Serve as the primary escalation point for Support questions or issues while working cross functionally across engineering, sales, product, and program to ensure successful customer outcomes
  • Manage and oversee team of specialists that support point in time transactional services to drive value realization
  • Detect emerging trends in customer experience, drivers of customer action, change in the agent experience, and articulate those qualified insights across stakeholder groups for strategic action
  • Be the “Voice of the Customer” to the Product team to ensure we continue to evolve ways that align with the goals of our customers while also delivering long term solutions
  • Maintain and advise on best practices for Zendesk

Qualifications

  • 10+ years of professional experience scaling support within a SaaS organization - experience with Hardware is a plus
  • Experience directly managing a high performing distributed team across time zones, with a minimum of 7+ years of people management experience
  • Excellent communication skills both verbal and written to accompany strong analytical skills.
  • Ability to thrive and lead effectively in a highly dynamic, often ambiguous, and fast-paced environment
  • High empathy for customers, passion for helping others, and ability to stay calm under pressure
  • Proven track record of success in scaling Support teams and maintaining SLAs
  • Zendesk experience required

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • HTMLLanguages
    • ReactLibraries
    • AngularLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • SlackManagement
    • SalesforceCRM
    • NetsuiteCRM
    • GmailEmail
    • MarketoLead Gen

Location

We are located just a quick walk from both Hudson Yards and Penn Station in New York City.

What are Latch Perks + Benefits

Latch Benefits Overview

We are a team of just over 200 employees, all of whom are passionate self starters with unique backgrounds and unexpected stories. We offer unlimited time off, a competitive health package, and the opportunity to work in a creative, dynamic, and fast-paced office environment.

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
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Latch boasts employee-run committees such the Mental Wellness Committee, Committee to Combat Systemic Racism, and Latch Ladies. More committees always in the works!
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
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.
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Recreational Clubs
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
Mentorship program
Time allotted for learning
Customized development tracks
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