Senior Customer Support Specialist

About the role

As a Sr. Customer Support Specialist, you are prepared to expertly triage or resolve the most complex issues and questions our customers may experience with the platform. This role is the face of our product experience and delivers the most outstanding product support in the industry.

Responsibilities

• 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
• Aid 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

Requirements

• 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
• 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

Qualifications

• Competitive perks and benefits, including health & wellness, equity, and benefits
• Salary range of $70,000 - $80,000 annually

Skills

• Exceptional communication skills
• High-level professional communication skills
• Strong problem-solving abilities
• Customer service orientation
• Ability to work independently and manage multiple tasks

Benefits

• Health & wellness programs
• Equity compensation
• Benefits package

Pay

• $70,000 - $80,000 annually

Schedule

• Full-time