Senior Customer Support Specialist, UK

Attentive; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

Attentive is seeking a Senior Customer Support Specialist for the UK. You will be the face of our product experience, triaging and resolving complex issues, communicating clearly via email and live chat, and collaborating with marketing, sales, product, and design to bridge the gap between product and customers.

With 9 months to 1 year of experience and a four-year degree, you will own escalations, help train the team, and translate customer feedback into product requirements while advancing

Qualifications

• 9 months to 1 year of experience as a Customer Support Specialist or similar role.
• Bachelor’s degree (4-year).
• Strong troubleshooting and complex problem-solving skills.
• Interest in startups, software, and entrepreneurship.
• Thrives in fast-paced environments and can navigate ambiguity.

Responsibilities

• Respond to customer needs via email and live chat, owning interactions from inception to resolution.
• Troubleshoot complex platform issues.
• Advise customers on best practices with the Attentive platform and its use cases.
• Assist customers with urgent needs and guide them to best solutions across the platform and business.
• Serve as first line of escalation for complex technical issues in Support.

Skills

Troubleshooting

Customer service

Communication

Ambiguity management

Education

Bachelor’s degree

Tools

Internal tools

Data management software

Job description

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re 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 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

As a Sr. Customer Support Specialist, UK, you are prepared to expertly triage or resolve the most complex issues and questions our customers in the UK 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.

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.

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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)

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

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

Act Like an Owner- Take responsibility for Attentive’s success

Learn more about AWAKE , Attentive’s collective of employee resource groups.

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. Attentive is also committed to providing reasonable accommodations for candidates with disabilities.

Will you now or in the future require sponsorship to work in the United Kingdom?

If yes, what is the basis of your current employment authorization? And when does your current employment authorization expire?