--- title: 'Senior Customer Support Specialist, UK at Attentive' canonical: 'https://feeny.ai/job/senior-customer-support-specialist-uk-attentive-london-v35d2jyzm26n' type: 'job' last_seen: '2026-10-30' --- # Senior Customer Support Specialist, UK at Attentive - **Company:** Attentive - **Location:** London, United Kingdom - **Work type:** hybrid - **Posted:** 2026-10-21 - **Last confirmed live:** 2026-10-30 - **Apply:** https://job-boards.greenhouse.io/attentive/jobs/4453769009 ## Job 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. Recognized 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. With 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](https://www.deloitte.com/content/dam/assets-zone3/us/en/docs/services/deloitte-private/2025/us-2024-technology-fast-500-rankings.pdf) (four years running!), [LinkedIn’s Top Startups](https://www.attentive.com/blog/attentive-ranked-8-on-linkedins-2020-top-startups-list-in-the-united-states), [Forbes’ Cloud 100](https://www.forbes.com/lists/cloud100/) (five years running!), [Inc.’s Best Workplaces](https://www.inc.com/best-workplaces/2025), and the [Human Rights Campaign Foundation's Corporate Equality Index](https://www.hrc.org/resources/corporate-equality-index)! ## 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 ## #LI-SJ1 ## 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 Attentive 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 Learn more about [AWAKE](https://www.attentive.com/awake), Attentive’s collective of employee resource groups. 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. ## About Attentive ## Company Overview - **One-liner**: Attentive helps brands create more personal customer experiences through an AI-powered SMS, email, RCS, and push marketing platform. - **Entity Type**: Private (late-stage venture-backed) - **Headquarters**: New York, NY, USA (with offices in San Francisco, London, and Sydney) - **Founded**: 2016 (founded as Franklin Mobile) - **Founders**: Not publicly listed in provided materials ## Core Business - **Primary industry**: Marketing technology (SMS, email, push, RCS) - **Target customers**: B2B – e-commerce brands ranging from startups to global enterprises - **Mission/purpose**: “Marketing made personal” – create timely, relevant, and real connections between brands and customers across channels ## Products & Services - **SMS Marketing**: AI-driven text message campaigns with personalization and compliance built in. - **Email Marketing**: Integrated email campaigns powered by customer signals and a single customer ID. - **Push Notifications**: Timely, targeted push messages to re-engage users. - **RCS (Rich Communication Services)**: Next-generation messaging with rich media and interactivity. - **AI Journeys & AI Pro**: Agentic AI tools that turn customer signals into automated, multi-channel journeys. - **Single Customer ID**: Unifies customer data across channels for consistent, personalized messaging. - **Omnichannel Platform**: Plan, send, and measure across SMS, email, push, and RCS in one place. - **100+ Integrations**: Connects with major e-commerce and CRM platforms. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (achieved unicorn status in 2021) - **Key Metric**: Annual Recurring Revenue (ARR) surpassed **$500M** in 2024 - **Notable Investors/Partners**: Not specified in provided materials (known investors from external reports include Sequoia Capital and IVP) - **Growth Signals**: - 1,000+ employees worldwide - Offices in 4 cities (NYC, San Francisco, London, Sydney) - Named to **2025 Forbes Cloud 100** - Recognized as **America’s Greatest Workplaces for Diversity 2024** - Achieved **HRC Corporate Equality Index 2026** - **Best generative AI platform** award ## Competitive Advantages - **AI-powered personalization**: Real-time signal processing for individualized messaging. - **Single Customer ID**: Unified view of each customer across channels. - **Built-in compliance**: Tools designed to protect against risk (e.g., TCPA, GDPR). - **100+ integrations**: Seamless connection with existing tech stacks. - **Hands-on support**: Dedicated team to help launch, optimize, and grow. - **Global reach**: Active in 20+ countries. ## Strategic Focus - **Expanding AI capabilities**: Continued investment in AI Journeys, AI Pro, and agentic AI. - **Omnichannel depth**: RCS and push as new channels alongside core SMS/email. - **International growth**: Offices in London and Sydney to serve global brands. - **Product innovation**: Turning customer signals into smarter, automated marketing decisions. ## Why Work Here - **Hybrid work model**: Offices in NYC, San Francisco, London, and Sydney; some teams (especially Engineering and Product) work best with more in-person time. - **Culture & belonging**: Employee Resource Groups (e.g., AWAKE) foster connection and inclusion. - **Recognition**: Great Place to Work (2025), Forbes Cloud 100, Campaign’s UK Best Places to Work. - **Benefits**: Medical/dental/vision insurance, generous PTO, parental leave, company equity, remote work & wellness benefits. - **Engineering impact**: “Build the systems and tools that power billions of messages every month” – solving meaningful technical challenges at scale. - **Core values**: Innovation, collaboration, personalization, and inclusion. ## Sources 1. [attentive.com/about](https://www.attentive.com/about) 2. [attentive.com/careers](https://www.attentive.com/careers) 3. [attentive.com](https://www.attentive.com/) 4. [linkedin.com/company/attentivehq](https://www.linkedin.com/company/attentivehq) 5. [job-boards.greenhouse.io/attentive](http://job-boards.greenhouse.io/attentive) ## Other roles at Attentive - [Senior Product Manager, Targeting](https://feeny.ai/job/senior-product-manager-targeting-attentive-new-york-0sgb4k7m2dcg) — New York, NY - [Legal Operations Analyst](https://feeny.ai/job/legal-operations-analyst-attentive-new-york-9w0vcv435y4d) — New York, NY - [Senior Analytics Engineer](https://feeny.ai/job/senior-analytics-engineer-attentive-united-states-vs4xwm61cw3v) — United States - [Senior People Insights Analyst](https://feeny.ai/job/senior-people-insights-analyst-attentive-new-york-jcngwn8x0qd7) — New York, NY - [Senior Software Engineer, Shopper Data Platform](https://feeny.ai/job/senior-software-engineer-shopper-data-platform-attentive-united-states-yyat015r5fst) — United States - [Director, Incentive Compensation](https://feeny.ai/job/director-incentive-compensation-attentive-new-york-ast2ktt4x5sq) — New York, NY - [Director, AI Developer Experience](https://feeny.ai/job/director-ai-developer-experience-attentive-new-york-acsc3wgkdqn5) — New York, NY - [Strategic Account Director (East)](https://feeny.ai/job/strategic-account-director-east-attentive-united-states-8jb7g54wrefx) — United States - [Director of Engineering, Cloud Platform](https://feeny.ai/job/director-of-engineering-cloud-platform-attentive-united-states-jghwe53wscr0) — United States - [Director of Engineering, Marketing Agent Platform](https://feeny.ai/job/director-of-engineering-marketing-agent-platform-attentive-new-york-9x69v6ah3wgh) — New York, NY