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Attentive is an AI marketing platform that combines SMS, RCS, email, and push notifications with AI-powered personalization to deliver 1:1 customer experiences. The company partners with over 8,000 customers across 70+ industries, including major brands like Crate and Barrel, Urban Outfitters, and Carter's.
As a Senior Customer Support Specialist based in London, you will be the expert face of Attentive's product support, handling the most complex customer issues and questions. Your primary responsibility is to communicate with UK-based customers via email and live chat, owning interactions from inception to resolution. You will troubleshoot complex platform issues, advise customers on best practices, and serve as the first line of escalation for technical problems within the support team.
Beyond direct customer support, you will work cross-functionally with marketing, sales, product, and design teams to bridge the gap between product capabilities and customer needs. You will help scale the team by owning "Plus-One" responsibilities such as training new UK-based support talent, managing product update communications, and handling operational needs. You will also contribute to improving ticketing workflows and post-sale customer experience processes.
Key responsibilities include: responding to customer needs with fast and accurate resolutions, troubleshooting complex platform issues, advising on best practices and use cases, managing urgent customer needs, exceeding expectations on response quality and timeliness, executing team trainings and product updates, continuously building expertise on the Attentive platform and ecommerce industry, and translating customer feedback into product requirements.
Requirements:
- 9 months to 1 year of experience as a Customer Support Specialist or similar role
- 4-year Bachelor's Degree
- Demonstrated excellence in troubleshooting and complex problem solving
- Keen interest in startups, software, and entrepreneurism
- Ability to thrive in fast-paced environments and navigate ambiguity
- Extremely detail-oriented and organized
- Experience navigating complex work processes, tight timelines, and changing teams
- Comfortable learning new software (design, data management, internal tools)
- Strong growth mindset
