Customer Care AI Specialist

This is Customer Care at Lattice

Lattice is investing in AI to scale and improve our customer support experience. Our AI assistant, Fin by Intercom, handles a large share of incoming customer interactions and serves as the first point of contact for many support requests.

The Customer Care AI Specialist will own the ongoing performance and improvement of our AI support experience. This role focuses on how Fin performs, identifying opportunities to improve answer quality and customer experience, and implementing workflow and knowledge updates to help customers get the answers they need faster. You’ll work closely with teams across the business to ensure our AI support is accurate, helpful, and continuously improving.

What You Will Do

• Own Fin performance and continuous improvement

• Stay informed about new Fin features and help maintain the Lattice x Intercom partnership

• Analyze front-line support data

• Improve knowledge and content coverage

• Proactively test and QA the AI experience

• Collaborate across teams

• Maintain and improve workflows

What You Will Bring to the Table

• Familiarity with AI support tools, chatbots, or LLM-based systems

• Experience working with customer support platforms such as Zendesk, Intercom, Salesforce, Jira, or Guru

• Experience improving operational processes or customer support workflows

• Interest in using data to improve systems and workflows

• Ability to work independently and navigate ambiguity in a fast-paced environment

• Strong collaboration skills and ability to work across different teams

• Clear written and verbal communication skills

• A customer-first mindset and empathy for customer support experiences

Nice to Have

• Experience configuring or improving AI support tools

• Experience with workflow automation or integrations

• Familiarity with knowledge management or support content strategy

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The estimated annual cash salary for this role is $76,000 - $104,000. 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; Internet and Phone Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget

*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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About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.

Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto.

Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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