Customer Support Specialist, UK

London - UK

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Attentive is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. Were the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS RCS email and push notifications our AI-powered personalization engine delivers bespoke experiences that drive performance revenue and loyalty through real-time behavioral insights.

Recognized as the#1provider in SMS Marketing by G2 Attentive partners with more than 8000 customers across 70 industries. Leading global brands like Crate and Barrel Urban Outfitters and Carters work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City San Francisco London and Sydney Attentives team has been consistently recognized for its performance and culture. Were proud to be included in Deloittes Fast 500 (four years running!) LinkedIns Top Startups Forbes Cloud 100 (five years running!) and Inc.s Best Workplaces.

About the Role

As a Customer Support Specialist UK you will be the first-responder for Attentives customers in the UK and globally troubleshooting and resolving technical issues and helping to reduce and remove friction between our customers 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 the ability to analyze troubleshoot and resolve complex technical issues and the leadership acumen needed to help us establish the Attentive Support program in the UK region. You are 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 customers via email and live chat to provide fast and accurate resolutions for any issues they might encounter.

You will also work closely with Attentive Support leadership and cross-functional teams to assist in maintaining and recommending improvements to ticketing workflows interview and train local UK talent and work cross-functionally with the UK-based CS and Sales functions to ensure the best possible post-sale customer experience is upheld

What Youll Accomplish

Respond to Attentive customer needs via email and live chat owning that interaction from inception to resolution
Troubleshoot technical platform issues and advise our customers on best-practices with the Attentive platform and its use cases
Act as first line of defense for triaging & escalating 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
Work closely with Support Leadership to establish maintain and recommend improvements upon the operational ticketing workflows
Work closely with Support Leadership and CS T&E teams to assist in the interview and onboarding processes of local UK talent as the region is established and the need presents itself
Work closely with the UK-based CS and Sales functions in various contexts to ensure the post-sale customer experience in the UK is upheld including but not limited to onboarding program and process development and other special project work as deemed necessary by CS and Support leadership

Your Expertise

1 years of experience in customer support or a customer - facing technical role.
Bachelors degree (or equivalent experience)
Strong written and verbal communication skills; comfortable interfacing with customers daily over email and live chat
Ability to thrive in an environment with more independent workflows balancing autonomy with collaboration across global teams
Technical curiosity with ability to troubleshoot complex issues; familiarity with APIs or SQL is a plus
Prior experience with SaaS or ecommerce platforms preferred
Based inBST time zone with availability for occasional on-call and rotating holiday coverage
Extremely detail-oriented organized and adaptable in fast-paced evolving environments
Collaborative with ability to work effectively across product engineering sales and marketing teams
Comfortable quickly learning and mastering new tools and processes
Growth mindset with a strong interest in startups software and entrepreneurism
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Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each others champions

Champion the Customer - Our success is defined by our customers success

Act Like an Owner- Take responsibility for Attentives success

Learn more about AWAKE Attentives 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 Companys 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.

Required Experience: