Leveraging our knowledge from companies like apple, bcg, and ideo, we’ve rethought how people interact with spaceLatch delivers a full-building operating system designed to help owners, residents, and third parties like guests, couriers, and service providers, seamlessly experience the modern buildingWe’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 improvementThey directly manage and motivate 5-10 customer support associates responsible for providing the highest quality care centered around good data, proper documentation, and empathetic managementCustomer 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 your smart home 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.
Founded in 2014, latch now has 300+ team members working to make spaces better places to live, work, and visitOver 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.
