Overview
Customer Support Associate, Sr. Jobs in United States at Sundayy
Title: Customer Support Associate, Sr.
Company: Sundayy
Location: United States
About The Company
Lattice is a leading people success platform dedicated to building thriving organizational cultures where employees and companies grow together. Established in 2016, Lattice has rapidly expanded its global footprint, serving over 5,000 customers including renowned brands such as Loom, Robinhood, and Gusto. The company's mission is to empower organizations to prioritize employee development, engagement, and performance through innovative tools and solutions. By providing comprehensive features such as performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning, Lattice helps companies foster a motivated and high-performing workforce. The company values diversity, inclusion, and equal opportunity, ensuring a welcoming environment for all employees and stakeholders.
About The Role
The Senior Customer Support Associate at Lattice plays a crucial role in delivering exceptional support to enterprise customers. This position is ideal for a proactive, compassionate, and knowledgeable professional who can serve as a trusted advisor to clients and internal teams. The role involves providing consultative solutions to complex customer issues, fostering strong relationships, and supporting the strategic initiatives of the Customer Success team. The Senior Customer Support Associate acts as a key resource for product expertise, process improvement, and team leadership. They are responsible for managing live chat, email, and video support channels, ensuring timely and effective resolutions. Additionally, this role involves mentoring new team members, collaborating cross-functionally, and contributing to continuous process enhancements to improve overall customer experience and team efficiency.
Qualifications
- 2-3 years of experience in customer support or related roles, preferably in a leadership capacity
- Exceptional communication skills, both written and verbal
- Strong ability to collaborate across teams and functions
- Proven multitasking, prioritization, and organizational skills
- Aptitude for learning new products and technologies quickly
- Demonstrated problem-solving skills with a consultative approach
- Experience with customer support tools such as Zendesk, Slack, Jira, and Zoom (preferred but not mandatory)
- High level of professionalism, work ethic, and dedication to customer success
- Ability to analyze data and spot trends to propose actionable improvements
Responsibilities
- Provide high-quality support to enterprise customers via live chat, email, and video calls
- Act as an extension of the Customer Success team, building trusted relationships with high-tier clients
- Partner effectively with cross-functional teams to address customer retention and satisfaction
- Identify opportunities for process improvements and share insights with management
- Participate in SME programs to maintain and share product knowledge with the team and product teams
- Assist with escalated customer issues, ensuring resolution throughout all business hours
- Mentor new team members, guiding them through onboarding and growth into more senior roles
- Lead by example in achieving individual productivity and quality metrics
- Contribute to team meetings, training sessions, and continuous improvement initiatives
- Proactively suggest and implement solutions that enhance team efficiency and customer satisfaction
Benefits
- Medical, dental, and vision insurance coverage
- Life, AD&D, and disability insurance
- Emergency weather support and wellness programs
- Access to wellness apps and mental health resources
- Paid parental leave, holidays, and sick time
- Commuter and parking reimbursement options
- In-office lunches (where applicable), internet and phone stipends
- 401(k) retirement plan with company matching
- Financial planning services
- Learning and development budget to support continuous growth
Equal Opportunity
Lattice is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all qualified applicants without regard to gender, race, religion, national origin, ethnicity, disability, gender identity or expression, sexual orientation, veteran or military status, or any other protected category under applicable law. We believe that embracing diversity enhances our culture, drives innovation, and strengthens our ability to serve our customers effectively. All employment decisions are made based on business needs, job requirements, and individual qualifications.
