Customer Service Representative
Beyond FinanceSalary not specified
Full Time
Entry Level & New Grad
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
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this a remote position or does it require office work?
This information is not specified in the job description.
What salary or compensation can I expect for this role?
This information is not specified in the job description.
What key skills are required for the Customer Support Specialist role?
The role requires high-level professional communication skills, the ability to analyze, troubleshoot, and resolve complex technical issues, leadership acumen, and expertise on the platform and ecommerce industry.
What does the team structure look like for this position?
You will work closely with Attentive Support leadership, cross-functional teams including marketing, sales, product, and design, as well as UK-based CS and Sales functions, and help interview and train local UK talent.
What makes a strong candidate for this Customer Support Specialist position?
Strong candidates combine high-level professional communication skills with technical troubleshooting abilities, leadership to establish the UK support program, and deep expertise in the platform and ecommerce industry.
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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