Senior Customer Support Associate

Lattice

Support enterprise customers as a trusted advisor handling complex issues and fostering product adoption. Collaborate closely with Customer Success teams through various support channels.

Posted 4/20/2026full-timeRemote • New York • 🇺🇸 United StatesSenior💰 $65,000 - $81,000 per yearWebsite

About the role

Key responsibilities & impact

Provide quality support to our customers through live chat, email, and video calls
Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high-tiered clients
Effectively identify when to work with cross functional partners to drive retention by leveraging processes and analyzing data to share customer insights
Assist with escalated conversations to ensure the best support for all customers throughout business hours
Mentor new team members during onboarding and career growth.
Excelling at all individual team productivity and quality metrics.

Requirements

What you’ll need

2-3 years of experience in customer support preferred for this leadership role
Outstanding communication skills and ability to collaborate cross-functionally
Strength in multi-tasking, prioritization, attention to detail, and organization
Aptitude for learning new products and technologies
Excellent teammate who gives ideas to improve processes
Solid work ethic.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

communication skillscollaborationmulti-taskingprioritizationattention to detailorganizationmentoringprocess improvementcustomer insightsteam productivity