Customer Care Specialist, Payroll

About the role: 

The Customer Care Specialist is the team’s go-to product expert with a passion for learning, specializing in payroll systems, and identifying ways we can increase knowledge and efficiencies across the team. You have a strong sense of urgency and are able to handle high-touch customer escalations with ease, collaborating with teams across the business to ensure alignment for a streamlined customer experience. 

Your primary responsibility will be to lead the Customer Care team through daily customer interactions by resolving escalated issues related to payroll, collaboratively sharing product knowledge, and building resources to ensure the team has what it needs to solve complex customer cases successfully. 

You will partner closely with teams across the organization to support successful customer outcomes and product decisions. Your front-line leadership will be integral in supporting in-depth product knowledge across the team, maintaining partnerships across the business, strengthening product feedback loops, and proactively supporting high-touch escalations across the team. 

This role is remote, based in the U.S., and the person in this role will be expected to work EST or CST hours.

What You Will Do

• Manage Escalations: Lead the resolution of complex issues, with a focus on payroll-related matters, while overseeing Zendesk queue management to ensure exceptional customer service
• Monitor and Share Insights: Track customer trends and feedback, sharing key information to address urgent issues and improve resources
• Collaborate Across Teams: Partner with EPD and GTM to integrate customer feedback into product development and business initiatives
• Enhance Team and Customer Experience: Support a collaborative team environment, assist with questions, and positively influence efforts to deliver a seamless customer experience
• Contribute to Leadership: Present data-driven insights in leadership meetings, make autonomous decisions, and escalate when necessary

What You Will Bring to the Table

• 3+ years in customer support or success, with 1+ years in a senior or leadership role
• Expertise in payroll, with experience in SaaS and HR tech
• Deep understanding of frontline customer service and quality interactions
• Lifelong learner, quick to adapt with strong curiosity
• Excellent verbal and written communication skills
• Data-driven decision-maker with creative problem-solving skills

The estimated hourly cash salary for this role is $65,500 - $73,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

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