Customer Support Specialist, UK

As a Customer Support Specialist, UK, you will be the first-responder for Attentive\’s customers in the UK and globally, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our customers 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, the ability to analyze, troubleshoot, and resolve complex technical issues, and the leadership acumen needed to help us establish the Attentive Support program in the UK region. You are 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.

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 and advise our customers on best-practices with the Attentive platform and its use cases.
• Act as first line of defense for triaging & escalating 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.
• Work closely with Support Leadership to establish, maintain and recommend improvements upon the operational ticketing workflows.
• Assist in the interview and onboarding processes of local UK talent as the region is established and the need presents itself.
• Collaborate with the UK-based CS and Sales functions to ensure the post‑sale customer experience in the UK is upheld, including onboarding, program and process development, and other special project work as deemed necessary by CS and Support leadership.

Qualifications

• 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.
• Ability to thrive in an environment with more independent workflows, balancing autonomy with collaboration across global teams.
• 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 BST 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.

Attentive Company Values

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!), and Inc.\’s Best Workplaces.