Customer Support Specialist, UK

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.With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), and Inc.’s Best Workplaces.About the RoleAs a Customer Support Specialist, UK, you will be the first-responder for Attentive’s customers in the UK and globally, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our customers and their use of 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, the ability to analyze, troubleshoot, and resolve complex technical issues, and the leadership acumen needed to help us establish the Attentive Support program in the UK region. You are a resident expert on all facets of our platform and the broader ecommerce industry, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. 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 upheldWhat You'll AccomplishRespond to Attentive customer needs via email and live chat, owning that interaction from inception to resolutionTroubleshoot technical platform issues and advise our customers on best-practices with the Attentive platform and its use casesAct as first line of defense for triaging & escalating platform health issuesExceed customer expectations on response quality, timeliness of responses and overall customer experienceContinuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industryHelp translate customer feedback into specific product requirementsWork closely with Support Leadership to establish, maintain and recommend improvements upon the operational ticketing workflowsWork closely with Support Leadership and CS T&E teams to assist in the interview and onboarding processes of local UK talent as the region is established and the need presents itselfWork closely with the UK-based CS and Sales functions in various contexts to ensure the post-sale customer experience in the UK is upheld, including but not limited to onboarding, program and process development, and other special project work as deemed necessary by CS and Support leadershipYour Expertise1+ years of experience in customer support or a customer - facing technical role. Bachelor’s degree (or equivalent experience)Strong written and verbal communication skills; comfortable interfacing with customers daily over email and live chatAbility to thrive in an environment with more independent workflows, balancing autonomy with collaboration across global teamsTechnical curiosity with ability to troubleshoot complex issues; familiarity with APIs or SQL is a plusPrior experience with SaaS or ecommerce platforms preferredBased in BST time zone, with availability for occasional on-call and rotating holiday coverageExtremely detail-oriented, organized, and adaptable in fast-paced, evolving environmentsCollaborative with ability to work effectively across product, engineering, sales, and marketing teamsComfortable quickly learning and mastering new tools and processesGrowth mindset with a strong interest in startups, software, and entrepreneurismAttentive Company ValuesDefault to Action - Move swiftly and with purposeBe One Unstoppable Team - Rally as each other’s championsChampion the Customer - Our success is defined by our customers' successAct Like an Owner - Take responsibility for Attentive’s successLearn 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.