Customer Support Specialist - UK at Attentive

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, Marketing, TechnologyIndustries

Requirements

1+ 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 chat
Ability to analyze, troubleshoot, and resolve complex technical issues
High-level professional communication skills
Leadership acumen to help establish the Attentive Support program in the UK region
Resident expert on all facets of the Attentive platform and the broader ecommerce industry

Responsibilities

Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution
Troubleshoot technical platform issues and advise customers on best-practices with the Attentive platform and its use cases
Act as first line of defense for triaging & escalating platform health issues
Exceed customer expectations on response quality, timeliness of responses and overall customer experience
Continuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industry
Help translate customer feedback into specific product requirements
Work closely with Support Leadership to establish, maintain and recommend improvements upon the operational ticketing workflows
Work 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
Work closely with the UK-based CS and Sales functions to ensure the post-sale customer experience in the UK is upheld, including onboarding, program and process development, and other special project work

Skills

Customer Support

Technical Troubleshooting

Professional Communication

Ecommerce

SMS Campaigns

Email Campaigns

Platform Expertise

Attentive

Personalized SMS marketing solutions for businesses

About Attentive

Attentive provides personalized SMS marketing solutions that help eCommerce businesses and direct-to-consumer (DTC) brands engage their customers through targeted text messaging. The platform uses APIs and webhooks to allow businesses to easily create and manage custom SMS campaigns. Unlike its competitors, Attentive operates on a subscription-based model, offering various features and premium customization options, which helps clients increase customer engagement and sales. The company's goal is to enhance customer relationships and drive revenue growth through effective communication.

Hoboken, New JerseyHeadquarters

2016Year Founded

$839.5MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Generous PTO

Medical, Dental, & Vision Insurance

Daily Lunch Delivery Credit

Equity

Remote Work & Wellness Benefits

Company-Wide Events & Employee-Led Activities

Risks

Competition from Textla could erode Attentive's market share in SMS marketing.

Over-reliance on AI may lead to data privacy concerns and regulatory scrutiny.

Dependency on third-party integrations like ParTech poses risks if partnerships dissolve.

Differentiation

Attentive leads in AI-driven SMS marketing with hyper-personalized messaging solutions.

The company offers seamless integration with APIs and webhooks for efficient communication.

Attentive's subscription model ensures steady revenue with premium add-ons for customization.

Upsides

Attentive saw 128% revenue growth in the UK, highlighting demand for AI solutions.

Partnership with ParTech enhances restaurant loyalty programs, boosting customer retention.

Attentive's AI Journeys and AI Pro offer unique one-to-one marketing, differentiating them.

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