Senior Customer Support Specialist, UK
About the Role
As a Sr. Customer Support Specialist, UK, you are prepared to expertly triage or resolve the most complex issues and questions our customers in the UK may experience with 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. As a resident expert on all facets of our platform, you will interface directly with our customers on a daily basis, handle more complex escalations from customer Support Specialists, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. You will also help our team learn, grow and scale by owning one of many of our “Plus-One” responsibilities, where you will handle team responsibilities like training, product updates, and other operational needs. 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.
You will also work closely with Attentive Support leadership and cross-functional teams to assist in maintaining and recommending improvements to ticketing workflows, interview and train local UK talent, and work cross-functionally with the UK-based CS and Sales functions to ensure the best possible post-sale customer experience is upheld
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What You'll Accomplish
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
Assist 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
Your Expertise
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
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