{"id":3039949,"url":"https://alion.io/job/attentive-senior-customer-support-specialist-uk","title":"Senior Customer Support Specialist, UK","company":{"id":58450,"name":"Attentive","domain":"attentive.com","url":"https://alion.io/company/attentive","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":7,"ghost_share":0,"stale_share":0.571,"repost_share":0,"time_to_fill_p50_days":68,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":85000,"max_usd":163000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":18},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false}],"status":"live","first_seen_at":"2026-10-21T18:01:24Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-05T07:44:08Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"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.\nRecognized 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.\nWith 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!), Inc.’s Best Workplaces, and the Human Rights Campaign Foundation's Corporate Equality Index!\nAbout the Role\nAs 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. \nThis 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.\nYou 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\nWhat You'll Accomplish\nRespond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution\nTroubleshoot complex platform issues\nAdvise our customers on best-practices with the Attentive platform and its use cases\nAssist customers with urgent needs and help usher them to the best solutions and across our platform and the business\nFirst line of escalation for complex technical issues in the Support team\nExceed customer expectations on response quality, timeliness of responses and overall customer experience\nManage and effectively execute team trainings, product updates, and other program needs as defined by the Support leadership team\nContinuously train to become an expert on the Attentive platform, mobile marketing, and the ecommerce industry\nHelp translate customer feedback into specific product requirements\nYour Expertise\n9 months -1 year of experience as a Customer Support Specialist, or similar role\n4-year Bachelor’s Degree\nDemonstrated excellence in troubleshooting and complex problem solving\nKeen interest in startups, software, and entrepreneurism\nLoves working in fast-paced environments\nAbility to navigate through ambiguity\nExtremely detail oriented and organized\nExperience navigating complex work processes, tight timelines, and changing teams\nComfortable learning new software (for design, data management, and internal tools)\nA strong growth mindset\nAttentive Company Values\nDefault to Action - Move swiftly and with purpose\nBe One Unstoppable Team - Rally as each other’s champions\nChampion the Customer - Our success is defined by our customers' success\nAct Like an Owner - Take responsibility for Attentive’s success\nLearn more about AWAKE, Attentive’s collective of employee resource groups.\nIf 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.\nAt 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. 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