Customer Support Specialist, UK
Attentive
Customer Service
London, UK
Posted on Dec 15, 2024
Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.
With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.
Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!
Who we are
We are looking for a driven candidate to join our team as a Customer Support Specialist. You will be the first-responder for Attentive’s entire client base, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our customer and their use of the platform. This role is the face of our product experience and delivers the most outstanding product support in the industry.
This role requires a special combination of high-level professional communication skills, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will interface directly with our customer on a daily basis, become a resident expert on all facets of our platform and the broader ecommerce industry, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be communicating with Attentive customer via email and live chat to provide fast and accurate resolutions for any issues they might encounter.
Note: This role is supporting our clients and teams between 9am-6pm BST time zones. Applicants should be located within BST time zones.
Why Attentive needs you
- Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution
- Troubleshoot technical platform issues
- Advise our customer on best-practices with the Attentive platform and its use cases
- Assist customer with urgent needs and help usher them to the best solutions and across our platform and the business
- Act as first line of defense for triaging & debugging platform health issues
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Continuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industry
- Help translate customer feedback into specific product requirements
About you
- 0-1 year of experience
- 4-year Bachelor’s Degree
- Keen interest in startups, software, and entrepreneurism
- Loves working in fast-paced environments
- Ability to navigate through ambiguity
- Extremely detail oriented and organized
- Experience navigating complex work processes, tight timelines, and changing teams
- Comfortable learning new software (for design, data management, and internal tools)
- A strong growth mindset
- Prior experience in customer support preferred
- Comfortable working from our Liverpool St. office on Tuesdays and Thursdays
Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success
Learn more about AWAKE, Attentive’s collective of employee resource groups.
If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.