About the Role
As a Sr. Customer Support Specialist, you are prepared to expertly triage or resolve the most complex issues and questions our customers may experience with 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, and the ability to analyze, troubleshoot, and resolve complex technical issues. As a resident expert on all facets of our platform, you will interface directly with our customers on a daily basis, handle more complex escalations from customer Support Specialists, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. You will also help our team learn, grow and scale by owning one of many of our “Plus-One” responsibilities, where you will handle team responsibilities like training, product updates, and other operational needs. 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.
What You’ll Accomplish
- Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution
- Troubleshoot complex platform issues
- Advise our customers on best-practices with the Attentive platform and its use cases
- Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
- First line of escalation for complex technical issues in the Support team
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Manage and effectively execute team trainings, product updates, and other program needs as defined by the Support leadership team.
- Continuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industry
- Help translate customer feedback into specific product requirements
Your Expertise
- 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
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The US base salary range for this full-time position is $70,000 - $80,000 annually + equity + benefits
- Our salary ranges are determined by role, level and location
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Skills Required
- 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
- High-level professional communication skills
- Ability to analyze, troubleshoot, and resolve complex technical issues
- Keen interest in startups, software, and entrepreneurism
- Comfortable learning new software (design, data management, and internal tools)
- Experience navigating complex work processes, tight timelines, and changing teams
- Ability to navigate through ambiguity
- Extremely detail oriented and organized
- Strong growth mindset
Attentive Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Attentive and has not been reviewed or approved by Attentive.
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Healthcare Strength — Health coverage includes comprehensive medical, dental, and vision plans, plus a fully covered One Medical membership and mental health resources. Employer-paid options and added wellness stipends indicate strong support for physical and mental wellbeing.
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Equity Value & Accessibility — Equity grants are described as significant and a meaningful component of total compensation. Market-value cash pay paired with stock helps position overall packages as competitive.
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Parental & Family Support — Generous paid parental leave, fertility and family-forming benefits, and supports such as Milk Stork and travel reimbursement for necessary medical care are offered. These provisions signal robust support for families across different needs.
Attentive Insights
What We Do
Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. Infusing intelligence at every stage of the consumer’s purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love. To learn more about Attentive or to request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.
Why Work With Us
At Attentive, you'll connect with inspiring, high-caliber people, and be encouraged to take risks, get creative, and think bigger. We're solving big problems for our customers, through our innovative AI solutions, giving employees the opportunity to thrive along the journey. The sky's the limit when it comes to what's possible.
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