About the Role:
Latch is seeking a highly motivated and skilled Account Manager to become a part of our team. The successful candidate will be responsible for serving as a product knowledge expert in both Latch and James App offerings, delivering exceptional customer service to ensure the smooth day-to-day operations of our platforms. We are looking for an ideal candidate who has experience working in a fast-paced environment, can multitask, prioritize effectively, and possesses excellent communication skills.

Responsibilities:

• Providing timely and effective customer support to Latch stakeholders, as well as drivers and riders using the James App, through various communication channels, such as Zendesk.
• Creating and managing a comprehensive knowledge base to help all stakeholders troubleshoot common issues and offer self-service options.
• Handling financial transactions and ensuring that all payments and fees are accurately recorded and processed between systems, as needed.
• Identifying and resolving software/platform or hardware issues with the operations team and escalating issues to ensure timely resolution.
• Working across Latch teams on escalated issues or to improve Latch / James product offering.
• Monitoring stakeholder performance and experience and providing feedback and data internally to enhance user relationships with the Latch/James App platforms.
• Maintaining accurate records of all support interactions and financial transactions.
• Continuously improving the support experience by identifying opportunities for process improvements and implementing new solutions.
• Participating in the pager rotation for emergency issues 1-2 nights a month where there is the potential to need to assist a customer.
• We provide onsite support from 8:00 am to Midnight Eastern Time (UTC-4), 7 days a week. The role may require either daytime or night time hours, including weekends, and consist of working 5 consecutive days in a given 7 day work week.

Qualifications:

• Bachelor's degree in business, communication, or a related field.
• Interest in problem solving and the ability to break down troubleshooting steps or complex topics for customers
• A minimum of 2 years of customer support or a similar role experience.
• Excellent written and verbal communication skills.
• Background in software support.
• Preferred background in hardware support.
• Strong problem-solving skills and the ability to think creatively to resolve issues.
• Experience with Zendesk or other support ticketing systems.
• Knowledge of financial processes and the ability to handle transactions accurately.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Highly organized and detail-oriented.
• Experience working with drivers or in the transportation industry is a plus.

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