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Attentive is an AI marketing platform that combines SMS, RCS, email, and push notifications to deliver personalized customer experiences. The company serves over 8,000 customers across 70+ industries, including major brands like Crate and Barrel, Urban Outfitters, and Carter's. Attentive has been recognized by Deloitte (Fast 500), Forbes (Cloud 100), LinkedIn Top Startups, and Inc. Best Workplaces.
As a Senior Customer Support Specialist based in London, you will be the expert face of Attentive's product experience, handling the most complex customer issues and questions. You will triage and resolve escalations from junior support team members, communicate with customers via email and live chat, and troubleshoot complex platform issues. Your responsibilities include advising customers on best practices, managing urgent customer needs, serving as the first line of escalation for technical issues, and exceeding customer expectations on response quality and timeliness.
Beyond frontline support, you will own "Plus-One" responsibilities including training local UK talent, managing product updates, and handling operational needs. You will work cross-functionally with marketing, sales, product, and design teams to bridge the gap between customer feedback and product development. You will also assist in maintaining and recommending improvements to ticketing workflows and collaborate with UK-based Customer Success and Sales functions to ensure excellent post-sale customer experience.
Key accomplishments in this role include responding to customer needs from inception to resolution, troubleshooting complex platform issues, translating customer feedback into product requirements, and continuously developing expertise in the Attentive platform, mobile marketing, and ecommerce industry.
**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 entrepreneurship
- Ability to work 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
