Senior Customer Support Associate, Lattice
£46.5-57k
+ Incentive stock options, subject to the terms of Lattice’s applicable plans
2+ days a week in office
Employee success platform
Job no longer available
Employee success platform
501-1000 employees
Job no longer available
£46.5-57k
+ Incentive stock options, subject to the terms of Lattice’s applicable plans
2+ days a week in office
501-1000 employees
Company mission
To build cultures where employees and their companies thrive.
Role
Who you are
- The Customer Support Associate is a capable and compassionate go-getter
- Having a background in customer care is nice but not a requirement
- Successful team members are fast-learners and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work
- A self-starter and a phenomenal teammate
- Big on working cross-functionally and cross-team collaboration
- Looking for a career to grow into or are excited by career development
- You are passionate about making our customers personally and professionally successful
- You have outstanding communication skills and ability to collaborate cross-functionally
- You have strength in multi-tasking, prioritization, attention to detail, and organization
- You have an aptitude for learning new products and technologies
- You are an excellent teammate who gives ideas to improve processes
- You possess a solid work ethic
Desirable
- 1-2 years experience, with a preference for applicants with a customer success, account management, or sales background. That said, new grads are welcome to apply
What the job involves
- The Customer Support Associate is a trusted advisor for our customers
- You will be responsible for helping customers learn how to use the Lattice platform, answering questions, and solving problems as they arise
- We listen closely to our customers about their experience on our platform which helps inform our future customer experience
- Your goal will be to maintain high levels of customer satisfaction with a focus on customer delight while also iterating on and improving customer service techniques
- You will act as the primary product and support specialist - you’ll know the product better than anybody and serve as the voice of the customer
- You will provide quality support via chat, phone, and email
- You will lead successful implementations for our Customers onto Lattice
- You will create and conduct product training and webinars to educate customers so they can engage, retain and grow their employee base
- You'll learn to speak fluently about performance management and Lattice methodologies, acting as a trusted adviser to our users
- You will follow a hybrid schedule and work from our London office two fixed days per week
Salary benchmarks
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 5,000 business leaders, including executives at Reddit, Slack and Cruise. And the company is now valued at over $3B, which is testament to industry confidence in its product.
Recently, the company has launched a London office, which will accelerate its international expansion, aided by some serious funding. Scaling in this way will be an instrumental part of their future success, allowing the company to compete with rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Sarah Franklin
(CEO)Prior to joining Lattice in 2024, Sarah spent 16 years at Salesforce, while there she held various roles, including President & CMO. She also worked at Amazon Web Services as the Head of Database Product Marketing.
Gabe Cortes
(CFO)Prior to joining lattice in 2023, Gabe served as the CFO of Included Health for 6 years. He also spent 3 years at Workday as VP of Finance and Senior VP of Global Field Operations.
Cheryl Sanclemente
(CMCO)Cheryl joined Lattice in 2024 as a Chief Communications Officer, moving into the role of Chief Marketing and Communications Officer in 2025. Previously, she spent 8 years at Salesforce, holding various roles while there, including Senior Director of Corproate PR and VP of Public Relations.
Amy Christensen
(CRO)Prior to joining Lattice in 2025, Amy was GM of americas/Head of Revenue at Asana. She also spent nearly 10 years at LinkedIn, holding various roles including Senior Director of LinkedIn Talent Solutions.
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