Senior Customer Support Specialist, UK

The role

You will respond to customer needs via email and live chat to resolve complex platform issues. You will also advise customers on best practices and work cross-functionally to translate feedback into product requirements.

What you will do

• Respond to Attentive customer needs via email and live chat
• Troubleshoot complex platform issues
• Advise customers on best-practices with the Attentive platform and its use cases
• Assist customers with urgent needs
• Act as first line of escalation for complex technical issues in the Support team
• Exceed customer expectations on response quality and timeliness
• Manage and execute team trainings, product updates, and other program needs
• Continuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industry
• Translate customer feedback into specific product requirements
• Assist in maintaining and recommending improvements to ticketing workflows

Required qualifications

• 9 months -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
• 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

About the company

Attentive is an AI marketing platform for 1:1 personalization. It unifies SMS, RCS, email, and push notifications to deliver bespoke experiences.