Senior Customer Support Specialist

Attentive; United States; On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health & wellness

Equity

Benefits

Job summary

Attentive is hiring a Sr. Customer Support Specialist to triage and resolve complex issues on our AI marketing platform. You will be the face of the product experience, interfacing daily with customers, handling escalations, and collaborating with marketing, sales, product, and design to bridge product and customers.

You’ll train others, own updates and operational needs, and help translate feedback into product requirements while delivering fast, accurate resolutions via email and live chat.

Qualifications

• 4-year Bachelor’s Degree and 9 months–1 year of customer support experience.
• Proven troubleshooting and complex problem-solving skills.
• Interest in startups and software, comfort with ambiguity.

Responsibilities

• Respond to customer needs via email and live chat from inception to resolution.
• Troubleshoot complex platform issues and provide best-practice guidance.
• Escalate and coordinate with cross-functional teams for urgent needs.
• Lead trainings, product updates, and other program needs with leadership.
• Translate customer feedback into specific product requirements.

Skills

Troubleshooting

Fast-paced work

Ambiguity navigation

Detail oriented

Organized

Learning internal tools

Education

Bachelor’s degree (4-year)

Tools

Internal tools

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 #1 provider 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, 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)

You’ll receive competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

Compensation (US only)

The US base salary range for this full-time position is $70,000 - $80,000 annually + equity + benefits. Salary ranges are determined by role, level and location.

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. If you need any assistance or reasonable accommodations, please let your recruiter know.

U.S. Equal Employment Opportunity information

Our company values diversity. To ensure that we comply with reporting requirements and to learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey at the end of this application. Providing this information is optional. It will not be accessible or used in the hiring process, and has no effect on your opportunity for employment.