Client Support Specialist, Australia

Attentive® is the AI-powered SMS and email marketing platform that delivers unparalleled messaging performance on the channels that matter most. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are We are looking for a driven candidate to join as the first Client Support Specialist in Australia. You will be the first-responder for Attentive’s client base, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our clients 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 clients 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 clients via email and live chat to provide fast and accurate resolutions for any issues they might encounter.

Note: This role is supporting our clients and teams between 9am-6pm AEDT / AEST. Applicants should be located within this time zone. 

Why Attentive needs you

• Respond to Attentive client needs via email and live chat, owning that interaction from inception to resolution
• Troubleshoot technical platform issues
• Advise our clients on best-practices with the Attentive platform and its use cases
• Assist clients with urgent needs and help usher them to the best solutions and across our platform and the business
• Act as first line of defense for triaging & debugging platform health issues
• Exceed client 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 e-commerce industry
• Help translate customer feedback into specific product requirements

About you

• 1+ years of experience
• Prior experience in customer support preferred
• 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
• Hybrid role: at least two days per week in our Sydney office