Customer Support Specialist - East

Customer Support Specialist - East

At Attentive, we are the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more, visit www.attentive.com.

Attentive's growth has been recognized by Deloitte's Fast 500, Linkedin's Top Startups, and Forbes Cloud 100 all thanks to the hard work from our global employees!

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. Equity is a substantial part of the total compensation package. Our salary ranges are determined by role, level and location.

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.