Job Description

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.

• 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

• 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

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