Senior Customer Support Associate

Lattice

Senior Customer Support Associate at Lattice supporting enterprise customers through various communication channels. Focusing on building relationships and driving product adoption while ensuring excellent customer service.

Posted 6/5/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $53,500 - $73,000 per yearWebsite

About the role

Key responsibilities & impact

Support our customers through live chat, email, and video calls
Act as an extended branch of Customer Success by partnering with Customer Success Managers
Effectively identify when to work with cross-functional partners to drive retention
Participate in the subject matter expert (SME) program
Assist with escalated conversations to ensure best support for customers
Mentor new team members as they navigate through onboarding
Excelling at all individual team productivity and quality metrics
Suggesting solutions positively impacting the team

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
Nice to have: Experience working with Zendesk, Slack, Jira, and Zoom

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 detailorganizationmentoringproblem-solvingteam productivityquality metrics