Senior Customer Support Specialist

About Attentive

Attentive® is an AI-driven marketing platform focused on delivering personalized 1:1 customer experiences. It integrates SMS, RCS, email, and push notifications to foster authentic brand connections using real-time behavioral insights. Serving over 8,000 clients in 70+ industries, including top global brands like Crate and Barrel, Urban Outfitters, and Carter’s, Attentive enables billions of customer interactions that generate tens of billions in revenue. Headquartered with teams across New York City, San Francisco, London, and Sydney, Attentive is recognized for its culture and innovation by Deloitte, Forbes, and other leading organizations.

Role Overview

As a Senior Customer Support Specialist, you will be the primary point of contact for addressing and resolving the most challenging customer issues with the Attentive platform. This position demands advanced communication abilities combined with strong analytical and problem-solving skills to troubleshoot complex technical concerns. You'll engage directly with customers via email and live chat, manage escalated inquiries, and collaborate cross-functionally with marketing, sales, product, and design teams to enhance the product experience.

Key Responsibilities

• Respond promptly and effectively to customer inquiries through email and live chat, managing cases from start to finish.
• Diagnose and resolve complex platform-related problems.
• Guide customers on best practices and optimal use of the Attentive platform.
• Address urgent customer requirements and direct them to appropriate solutions within the platform and business.
• Serve as the first escalation point for difficult technical challenges within the support team.
• Deliver responses that exceed customer expectations in quality, speed, and overall experience.
• Lead team initiatives including trainings, product update dissemination, and operational programs as directed by leadership.
• Continually deepen your expertise in the Attentive platform, mobile marketing, and e-commerce.
• Translate customer feedback into actionable product insights and requirements.

Candidate Profile

• At least 9 to 12 months of experience in a customer support or similar role.
• Bachelor’s degree or equivalent 4-year college education.
• Proven problem-solving skills and ability to troubleshoot complex issues adeptly.
• Interest in startups, software, and entrepreneurship.
• Comfort thriving in dynamic, fast-paced environments and managing ambiguity.
• Meticulous attention to detail and strong organizational skills.
• Experience managing complex workflows, tight deadlines, and collaborating with evolving teams.
• Ability and enthusiasm for learning new software tools related to design, data management, and internal processes.
• A growth-oriented mindset focused on continuous learning and improvement.

Compensation and Benefits

• Annual salary range: $70,000 to $80,000 (US-based applicants)
• Equity participation.
• Comprehensive health and wellness benefits.
• Perks designed to support your best performance at work.

Company Values and Culture

• Default to Action – Act quickly and purposefully.
• Be One Unstoppable Team – Support and champion each other.
• Champion the Customer – Measure success by customer success.
• Act Like an Owner – Take responsibility for the company’s growth and outcomes.

Diversity and Inclusion

Attentive is an Equal Opportunity Employer committed to inclusion and fairness, providing equal employment without discrimination. Reasonable accommodations are offered for candidates with disabilities upon request.