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. Who we are We are looking for a driven candidate to join the Customer Support Specialist in Australia. You will be the first-responder for Attentive's customers, 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, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will interface directly with our customers on a daily basis, become a resident expert on all facets of our platform and the broader e-commerce 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 customers via email and live chat to provide fast and accurate resolutions for any issues they might encounter.
Note: This role is supporting our customers and teams between 9am-6pm AEDT / AEST. Applicants should be located within this time zone. Why Attentive needs youRespond to Attentive customer needs via email and live chat, owning that interaction from inception to resolutionTroubleshoot technical platform issuesAdvise our customers on best-practices with the Attentive platform and its use casesAssist customers with urgent needs and help usher them to the best solutions and across our platform and the businessAct as first line of defense for triaging & debugging platform health issuesExceed customers expectations on response quality, timeliness of responses and overall customer experienceContinuously train to become an expert on the Attentive platform, mobile marketing, and the e-commerce industryHelp translate customer feedback into specific product requirementsAbout you1+ years of experiencePrior experience in customer support preferredKeen interest in startups, software, and entrepreneurismLoves working in fast-paced environmentsAbility to navigate through ambiguityExtremely detail oriented and organizedExperience navigating complex work processes, tight timelines, and changing teamsComfortable learning new software (for design, data management, and internal tools)A strong growth mindsetHybrid role: at least two days per week in our Sydney officeAttentive 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
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.
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