About Lattice
Lattice is a leading people success platform empowering companies to build thriving, high-performance cultures. Our tools—ranging from performance reviews and engagement surveys to real-time feedback, weekly check-ins, goal setting, and career planning—enable organizations to drive employee growth, retention, and impact. Since our launch in 2016, we’ve partnered with over 5,000 companies globally, including brands like Loom, Robinhood, and Gusto, while fostering inclusive, people-first workplaces.
About the Role
We are seeking a Senior Customer Support Associate to join our Customer Care team in London. Acting as a trusted advisor, you will guide customers in using the Lattice platform, resolve inquiries promptly, and ensure they gain maximum value from our solutions. This role combines product expertise, customer advocacy, and proactive support to maintain high levels of satisfaction and loyalty.
You’ll work cross-functionally with product, sales, and customer success teams to address customer needs, conduct product training, and deliver impactful onboarding experiences.
Key Responsibilities
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Serve as the primary product and support expert for customers.
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Deliver high-quality support via chat, phone, and email.
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Lead smooth customer implementations and onboarding.
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Conduct product training sessions and webinars to enhance customer adoption.
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Act as the voice of the customer, sharing feedback to improve the platform.
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Provide guidance on performance management best practices using Lattice methodologies.
Qualifications
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Passion for ensuring customer success and satisfaction.
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Excellent communication and cross-functional collaboration skills.
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Strong multitasking, prioritization, and organizational abilities.
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Quick learner with an aptitude for mastering new technologies.
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Team player with a proactive mindset and process improvement ideas.
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1–2 years in customer success, account management, or sales preferred (new graduates welcome to apply).
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