Customer Support Specialist, West

Attentive® is 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 or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

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 clients 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 clients via email and live chat to provide fast and accurate resolutions for any issues they might encounter.

Note: This role is supporting our clients and teams between 9am-6pm PST time zones. Applicants should be located within PST/MST time zones.

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
• 4-year Bachelor’s Degree
• Prior experience in customer support preferred
• 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

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 standard base salary for this position is $60,000 annually + equity + benefits

- Equity is a substantial part of the total compensation package

- Our salary ranges are determined by role, level and location

- This role is salaried non-exempt and eligible for overtime compensation

#LI-DNI

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.