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Senior Customer Support Jobs in New York, NY (NOW HIRING)

Lattice

Senior Customer Support Associate

New York, NY · On-site +1

$58.50K - $73K/yr

This is Customer Care at Lattice The Senior Customer Support Associate is a trusted advisor for our customers and internal team members. You will be responsible for supporting our enterprise ...

Motorola

Sr. Customer Support Manager

New York, NY · On-site

The Sr. Customer Support Manager (Sr. CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola's Lifecycle Service products. * Manage government contracts ...

AdQuick

Customer Support Specialist

New York, NY · Remote

Customer Support Specialist Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support] About the Role We're a fast-growing tech company with hundreds of users ...

AdQuick

Customer Support Specialist

New York, NY · Remote

Customer Support Specialist Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support] About the Role We're a fast-growing tech company with hundreds of users ...

AdQuick

Customer Support Specialist

New York, NY · On-site +1

$80K - $85K/yr

Customer Support Specialist Location: [Remote] Reports to: [Senior Manager, Technical Operations] Team: [Customer Support] About the Role We're a fast-growing tech company with hundreds of users ...

Toolio

Senior Customer Success Manager

Brooklyn, NY · On-site +1

As a Senior CSM, you "own the journey" once a customer is live on Toolio. You will act as a trusted ... You will report to Toolio's VP of Customer Success and work closely with Customer Support, Sales ...

Adlecta

Customer Support Agent

Manhattan, NY · Remote

$20.75 - $27.50/hr

The Customer Support Agent will be the primary point of contact for inbound leads, current clients ... senior operations or team lead roles #J-18808-Ljbffr

KWI

Sr Customer Success Manager

Melville, NY · On-site

$110K/yr

Sr Customer Success Manager Department: Customer Experience Employment Type: Full Time Location ... Work effectively cross-functionally with Sales, Product, Support, Professional Services, and ...

Celtra

Senior Customer Success Manager

Manhattan, NY

$90K - $115K/yr

A Senior Customer Success Manager is responsible for driving customer satisfaction, proactive ... Drive customer renewals and partner on expansion opportunities, negotiating terms that support ...

EverPass Media

Customer Support Specialist

Greenwich, CT · On-site

$20 - $25/hr

Role Overview: We're looking for a remote Customer Support Specialist who thrives in a fast-paced ... senior management and mentoring opportunities • Employee Recognition Program • Paid Parental ...

KWI

Sr Customer Success Manager

Melville, NY · On-site

Sr Customer Success Manager KWI is seeking a results-driven Senior Customer Success Manager (CSM ... Work effectively cross-functionally with Sales, Product, Support, Professional Services, and ...

EverPass Media

Customer Support Specialist

Greenwich, CT · On-site

$20 - $25/hr

Role Overview: We're looking for a remote Customer Support Specialist who thrives in a fast-paced ... senior management and mentoring opportunities • Employee Recognition Program • Paid Parental ...

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Senior Customer Support information

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How much do senior customer support jobs pay per hour?

As of May 28, 2026, the average hourly pay for senior customer support in New York, NY is $25.24, according to ZipRecruiter salary data. Most workers in this role earn between $20.24 and $27.88 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Senior Customer Support professional, and why are they important?

To thrive as a Senior Customer Support professional, you need advanced problem-solving abilities, in-depth product knowledge, and several years of experience in customer service roles. Familiarity with customer relationship management (CRM) systems like Salesforce or Zendesk, and certifications in customer service or support management, are highly valued. Exceptional communication, leadership, and conflict-resolution skills make someone stand out in this position. These capabilities are essential for resolving complex issues efficiently, mentoring junior staff, and maintaining high levels of customer satisfaction.

How does a Senior Customer Support professional typically collaborate with other departments to resolve complex customer issues?

Senior Customer Support professionals frequently work cross-functionally with teams such as Product, Engineering, and Sales to resolve complex customer issues. They often act as a bridge, escalating technical problems to the appropriate team and providing detailed context to ensure efficient resolution. Additionally, they may participate in meetings to relay customer feedback, influence product improvements, and help develop new support processes. This collaborative approach not only improves customer satisfaction but also fosters a deeper understanding of the company's products and operations.

What does a Senior Customer Support professional do?

A Senior Customer Support professional is responsible for handling complex customer issues, providing guidance to junior support staff, and ensuring high levels of customer satisfaction. They often act as a point of escalation for challenging cases and may contribute to process improvements or training initiatives. Their role involves excellent communication, problem-solving skills, and a deep understanding of the company's products or services. Additionally, they may analyze support trends to recommend solutions that enhance the overall customer experience.

What is the difference between Senior Customer Support vs Customer Support Specialist?

AspectSenior Customer SupportCustomer Support Specialist
Required CredentialsExperience in customer service, technical knowledge, possibly certificationsEntry to mid-level experience, basic customer service skills
Work EnvironmentFast-paced, problem-solving, often involves escalationsSupport via phone, email, chat, routine inquiries
Employer & Industry UsageTech, SaaS, retail, telecomSimilar industries, entry to mid-level roles

Senior Customer Support roles typically require more experience, technical knowledge, and involve handling complex issues or escalations. Customer Support Specialists focus on routine customer inquiries and basic support tasks. The senior role often involves mentoring and process improvement, while the specialist role emphasizes direct customer interaction.

What are the most commonly searched types of Customer Support jobs in New York, NY? The most popular types of Customer Support jobs in New York, NY are:
What cities near New York, NY are hiring for Senior Customer Support jobs? Cities near New York, NY with the most Senior Customer Support job openings:
Senior Customer Support jobs near you
Infographic showing various Senior Customer Support job openings in New York, NY as of May 2026, with employment types broken down into 82% Full Time, 16% Part Time, and 2% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $52,507 per year, or $25.2 per hour.
Senior Customer Support Associate

Senior Customer Support Associate

Lattice

New York, NY • On-site, Remote

$58.50K - $73K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 24 days ago

Job description

This is Customer Care at Lattice
The Senior Customer Support Associate is a trusted advisor for our customers and internal team members. You will be responsible for supporting our enterprise customers by providing a consultative approach to solve complex customer issues, while also building trust and relationships. You also act as a partner to our Customer Success teams, supporting their strategic efforts to foster product adoption by providing expert support in daily email and chat interactions.
The Senior Customer Support Associate is a proactive and compassionate go-getter. You have a strong foundation of product and process knowledge and will be an internal resource driving efficiency across the team. Successful team members take ownership supporting our customers, are genuinely curious about learning, employing, and sharing creative solutions, and act quickly to prioritize customer needs. They are passionate about providing our customers with the best experience possible while meeting them where they're at with prompt replies, live zoom support, and solutions that work. The ideal candidate:
  • Is a self starter dedicated to solving problems for our largest customers
  • Recognizes how to prioritize based on customer urgency and size
  • Works well with cross functional partners and appreciates the need for cross team collaboration to drive retention
  • Is obsessed with learning the ins and outs of the product and the ability to provide workaround solutions, when necessary
  • Has a proven ability to spot trends and propose solutions to improve team and customer experience
  • Consistently meets and exceeds all individual team productivity metrics
What You Will Do
  • Support our customers
    • 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
  • Partner effectively with cross functional teams
    • Effectively identify when to work with cross functional partners to dive retention by leveraging processes and analyzing data to share customer insights
    • Participate in the subject matter expert (SME) program to ensure a high level of knowledge is maintained and shared with our product team
  • Support our team
    • Assist with escalated conversations to ensure we are providing the best support for all customers throughout all business hours
    • Be a leader on the team by answering questions through Zoom and Slack for teammates who need help
    • Mentor new team members as they navigate through the onboarding process and grow into more tenured roles
  • Lead by example in the following areas
    • Excelling at all individual team productivity and quality metrics
    • Bringing areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them
    • Being a process advocate for the knowledge capture philosophy
    • Sharing feedback on new initiatives and areas of discussion
    • Participating in team meetings and trainings
What You Will Bring to the Table
  • 2-3 years of experience in customer support preferred for this leadership role
  • 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
Nice to have
  • Experience working with Zendesk, Slack, Jira, and Zoom

The estimated annual cash salary for this role is $58,500 - $73,000. This position is also eligible for incentive stock options, subject to the terms of Lattice's applicable plans
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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.
*Note on Pay Transparency:
Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.
Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.
#LI-REMOTE
About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning - and Lattice is building the tools to empower those people-centric companies.
Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement - yielding stronger employee retention, performance, and impact to the bottom line . Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto.
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
By clicking the "Submit Application" button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with Lattice's Job Applicant Privacy Policy.

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