Provides advanced customer support for Attentive’s marketing platform through email and live chat. Troubleshoots complex technical issues, manages escalations, advises customers on platform best practices, and ensures timely, high-quality resolutions. The role also leads team training, supports product updates and ticketing workflow improvements, translates customer feedback into product requirements, and collaborates with Support, Customer Success, Sales, Marketing, Product, and Design 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!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index!
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
#LI-SJ1
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 London, England Office
Finsgate House, 5-7 Cranwood Street, London, United Kingdom, EC1V 9LH
Similar Jobs
Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
Own the full outbound B2B sales cycle for SMB and mid-market merchants, from prospecting and pipeline development through multi-product discovery, negotiation, and close. Build net-new business through cold outreach and strategic campaigns, manage complex multi-stakeholder deals, maintain accurate Salesforce forecasts, collaborate cross-functionally, and consistently achieve revenue targets.
Top Skills:
Salesforce
Blockchain • eCommerce • Fintech • Payments • Software • Financial Services • Cryptocurrency
Own the full outbound sales cycle for SMB and mid-market merchants, from prospecting through negotiation and close. Build pipeline through cold outreach and targeted campaigns, develop tailored multi-product solutions, conduct discovery and demos, manage complex deals, forecast accurately in Salesforce, and consistently exceed revenue targets. The role requires consultative B2B selling, net-new business development, strong negotiation skills, and experience with SaaS or fintech sales.
Top Skills:
Salesforce
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Provide incident handling, malware analysis, forensic investigation, remediation, detection engineering, and security automation across Windows, macOS, and Linux environments. Configure and optimize CrowdStrike Falcon modules, develop security content and automations, advise customers during incidents, produce technical findings, and support platform onboarding. The role also involves customer communication, thought leadership, operational improvement, and mentoring.
Top Skills:
.NetAi TechnologiesCC#Crowdstrike FalconDlpEdrFirewallsLinuxmacOSPerlPowershellPythonRuby On RailsSIEMVisual BasicWindows
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
