Customer Support Specialist Jobs

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 People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired.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 Customer Support Specialist who will assist with the next phase of Latch’s above-and-beyond support team. The individual in this role will take on new challenges and opportunities posed by LatchOS offerings as well as the development and iteration of Latch hardware product sales and installation 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 Latch’s 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

• Deliver operational KPIs within a time-sensitive and demanding environment
• 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 reporting regarding support insights and ownership of escalations
• 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
• Act as a Subject Matter Expert (SME)—identify trending issues and guide other Support team members to do the same in their daily work
• Support a variety of Latch users including premium support customers

Basic Qualifications

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

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.

Founded in 2014, Latch now has 150+ team members working to make spaces better places to live, work, and visit.

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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