Manager, Client Support at Attentive (Remote)

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About Attentive: 
Attentive® is the leader in conversational commerce, reinventing business to consumer communication. Our SMS-first software platform helps everyone from entrepreneurs to enterprises strengthen relationships with their consumers in a new way. Through two-way, real-time, personalized communications, we drive billions in e-commerce revenue and over 5,000 leading brands like CB2, Pura Vida, Urban Outfitters, Jack in the Box, and Coach rely on Attentive to deliver powerful commerce experiences.

We are looking for an ambitious and motivated client support professional to help lead a team of Client Support Specialists. As a Manager, Client Support, you will help mobilize your team to offer best-in-class support experiences to our clients, support them in meeting and exceeding our performance and quality standards, and help establish a culture of positivity, ambition, and teamwork. This role requires incredible communication skills, a data-driven leadership approach, and the ability to inspire and mobilize a team into amazing performance. 

As a Manager, Client Support, you will oversee the daily functions of 8-10 Client Support Specialists, respond to escalated customer issues, and establish processes and policies to help our team continuously do amazing work that scales. You will help define what our White Glove Support team does for clients throughout the client lifecycle, from launch to renewal, and improve every facet of the team: coaching individual contributors, setting up new processes, spearheading growth initiatives, etc. You will work within the CS team to draw clear boundaries and add layers of support to increase the overall client experience with Attentive. 

Responsibilities

  • Manage new and experienced Client Support Specialists with the aim of providing world class support to our clients, solving problems quickly and completely, and maintaining our company CSAT score of >98%
  • Oversee and lead new coaching + training initiatives across a wide range of areas: new product launches, technical troubleshooting, client communication, and objection handling
  • Work closely with other Support Managers to maintain and improve our team processes and standards
  • Work closely with CS Enablement, CS Training, and Product Marketing to train and educate our team about our product and customer strategies
  • Work closely with Technical Writers and Product Marketing to build out and maintain our internal and external Help Site
  • Deliver regular performance reviews to your team
  • Occasionally provide on-call manager support to our team during holidays and system incidents
  • Work with CS leadership team to translate customer feedback into specific product requirements

Skills & Qualifications

  • Excelled in a CS/AM/Support role (preferably at a marketing/software company or startup)
  • 1-3+ years prior managerial experience
  • Strong entrepreneurial mindset: self-motivated to work independently on tight timelines to achieve ambitious goals
  • Extremely personable
  • Excited to coach, mentor, and develop employees who are early in their careers or new to Attentive
  • Incredibly detail oriented and organized

You'll get competitive perks and benefits from health care to home office equipment, to help you bring your best self to work.

#LI-remote #LI-HL1

Attentive Company Values
Default to Action - Speed is our best offense and defense
Never Settle - Continuously raise the bar for yourself and your teammates
Hard Work Solves Big Problems - Success requires grit and resilience
Be Attentive - Work together as a team to drive greatness for our company and our customers 

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.

More Information on Attentive
Attentive operates in the AdTech industry. The company is located in New York, NY. Attentive was founded in 2016. It has 1165 total employees. To see all jobs at Attentive, click here.
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