Attentive
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 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 As a Sr. Customer Support Specialist, UK, you are prepared to expertly triage or resolve the most complex issues and questions our customers in the UK may experience with 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. As a resident expert on all facets of our platform, you will interface directly with our customers on a daily basis, handle more complex escalations from customer Support Specialists, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. You will also help our team learn, grow and scale by owning one of many of our "Plus-One" responsibilities, where you will handle team responsibilities like training, product updates, and other operational needs. 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 upheld What You'll Accomplish Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution Troubleshoot complex platform issues Advise our customers on best-practices with the Attentive platform and its use cases Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business First line of escalation for complex technical issues in the Support team Exceed customer expectations on response quality, timeliness of responses and overall customer experience Manage and effectively execute team trainings, product updates, and other program needs as defined by the Support leadership team 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 9 months -1 year of experience as a Customer Support Specialist, or similar role 4-year Bachelor's Degree Demonstrated excellence in troubleshooting and complex problem solving Keen interest in startups, software, and entrepreneurism Loves working in fast-paced environments Ability to navigate through ambiguity Extremely detail oriented and organized Experience navigating complex work processes, tight timelines, and changing teams Comfortable learning new software (for design, data management, and internal tools) A strong growth mindset 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.
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 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 As a Sr. Customer Support Specialist, UK, you are prepared to expertly triage or resolve the most complex issues and questions our customers in the UK may experience with 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. As a resident expert on all facets of our platform, you will interface directly with our customers on a daily basis, handle more complex escalations from customer Support Specialists, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. You will also help our team learn, grow and scale by owning one of many of our "Plus-One" responsibilities, where you will handle team responsibilities like training, product updates, and other operational needs. 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 upheld What You'll Accomplish Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution Troubleshoot complex platform issues Advise our customers on best-practices with the Attentive platform and its use cases Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business First line of escalation for complex technical issues in the Support team Exceed customer expectations on response quality, timeliness of responses and overall customer experience Manage and effectively execute team trainings, product updates, and other program needs as defined by the Support leadership team 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 9 months -1 year of experience as a Customer Support Specialist, or similar role 4-year Bachelor's Degree Demonstrated excellence in troubleshooting and complex problem solving Keen interest in startups, software, and entrepreneurism Loves working in fast-paced environments Ability to navigate through ambiguity Extremely detail oriented and organized Experience navigating complex work processes, tight timelines, and changing teams Comfortable learning new software (for design, data management, and internal tools) A strong growth mindset 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.
Attentive
City, London
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 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 individual to join our team as the third Customer Success Manager, Midmarket on our UK team to fully manage our mid-market business customers. You will work to help refine and improve our customer success processes and playbooks to work at scale across hundreds of customers. You will also coordinate cross functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely. What You'll Accomplish Cement the relationship with new and existing customers including: setting up integrations, managing account growth, assisting with new product adoption, and handling renewals Manage + accounts concurrently, prioritizing appropriately to ensure time is spent where impact can be maximized Advise and groom customers to increase their usage, adoption, and ROI achieved through partnering with Attentive Lead and present at select customer meetings, both in person and over video conference Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal and growth pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies Help translate customer feedback (and your own team's needs) into specific product requirements Your Expertise 1 2 years customer success experience required, preferably at a Martech SaaS company Strong understanding in customer success techniques and strategiesComfortable learning new software (for design, data management, and internal tools) Experience navigating complex work processes, tight timelines, and changing teams Extremely detail oriented and organized Knowledge of Salesforce or related CRM tools Interest in startups, software and entrepreneurship Comfortable working from our office in Shoreditch 2 days a week 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.
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 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 individual to join our team as the third Customer Success Manager, Midmarket on our UK team to fully manage our mid-market business customers. You will work to help refine and improve our customer success processes and playbooks to work at scale across hundreds of customers. You will also coordinate cross functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely. What You'll Accomplish Cement the relationship with new and existing customers including: setting up integrations, managing account growth, assisting with new product adoption, and handling renewals Manage + accounts concurrently, prioritizing appropriately to ensure time is spent where impact can be maximized Advise and groom customers to increase their usage, adoption, and ROI achieved through partnering with Attentive Lead and present at select customer meetings, both in person and over video conference Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal and growth pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies Help translate customer feedback (and your own team's needs) into specific product requirements Your Expertise 1 2 years customer success experience required, preferably at a Martech SaaS company Strong understanding in customer success techniques and strategiesComfortable learning new software (for design, data management, and internal tools) Experience navigating complex work processes, tight timelines, and changing teams Extremely detail oriented and organized Knowledge of Salesforce or related CRM tools Interest in startups, software and entrepreneurship Comfortable working from our office in Shoreditch 2 days a week 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.