The Customer Support Specialist will provide technical support, troubleshoot issues, and ensure outstanding customer experiences via email and live chat while collaborating with cross-functional teams.
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 Role
We are looking for a driven candidate to join our team as a Customer Support Specialist. You will be the first-responder for Attentive’s entire customer base, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our customer 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, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will interface directly with our customers on a daily basis, become 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.
What You'll Accomplish
- Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution
- Troubleshoot technical platform issues
- Advise our customer on best-practices with the Attentive platform and its use cases
- Assist customer with urgent needs and help usher them to the best solutions and across our platform and the business
- Act as first line of defense for triaging & debugging 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
Your Expertise
- 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
- Technical curiosity with ability to troubleshoot complex issues; familiarity with APIs or SQL is a plus
- Prior experience with SaaS or ecommerce platforms preferred
- Based in eastern time zone, with availability for occasional on-call and rotating holiday coverage
- Extremely detail-oriented, organized, and adaptable in fast-paced, evolving environments
- Collaborative with ability to work effectively across product, engineering, sales, and marketing teams
- Comfortable quickly learning and mastering new tools and processes
- Growth mindset with a strong interest in startups, software, and entrepreneurism
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.
For US based applicants:
- The US base salary range for this full-time position is $50,000 - $61,000 annually + equity + benefits
- Our salary ranges are determined by role, level and location
#LI-DNI
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.
Top Skills
APIs
SQL
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