Senior Customer Support Specialist, UK

Attentive; London (KY); On-site; USD 47,000 - 69,000; Full time

Job summary

Attentive is seeking a Sr. Customer Support Specialist (UK) to triage and resolve complex customer issues. You will own inquiries from email and live chat, work with cross-functional teams, and support the UK post-sale experience.

You will train and mentor teammates, contribute to ticketing workflow improvements, and advocate for customer needs while maintaining Attentive’s high service standards.

Qualifications

• 9 months to 1 year of experience in customer support or a related role.
• Bachelor’s degree (4-year degree) required.
• Proven troubleshooting and problem-solving skills.
• Excellent written and verbal communication abilities.
• Keen interest in startups, software and entrepreneurship.

Responsibilities

• Respond to Attentive customer needs via email and live chat, owning interaction from start to finish.
• Troubleshoot complex platform issues.
• Advise customers on best practices with the Attentive platform and use cases.
• Assist customers with urgent needs and guide to best solutions across platform and business.
• First line of escalation for complex technical issues in Support.
• Help exceed customer expectations on response quality and timelines.
• Coordinate team trainings, product updates and other program needs with Support leadership.
• Continuously train to become an expert on the Attentive platform and ecommerce.

Skills

Customer support

Troubleshooting

Communication

Time management

Detail oriented

Ambiguity navigation

Growth mindset

Learning new software

Cross-functional collaboration

Startup enthusiasm

Education

Bachelor’s degree

Job description

About the Role

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

#LI-SJ1

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

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.

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. 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.