Client Support Director, Attentive
$154-192k
Personalized text message marketing solutions
Job no longer available
Personalized text message marketing solutions
1001+ employees
Job no longer available
$154-192k
1001+ employees
Company mission
To create magical conversations.
Role
Who you are
- 5-8 years of experience leading B2B Support teams in complex and constantly changing environments
- Skilled in data-analysis, planning & budget/capacity forecasting
- Experience managing and building geo-dispersed teams & processes
- Demonstrated skill in workforce and shift/schedule management
- Experience with Salesforce, Looker, and Zendesk
- Strong entrepreneurial mindset: The ability to communicate a clear vision, work under tight timelines to achieve ambitious goals, execute incredibly fast, and mobilize teams into world-class results
- Strong track record of developing healthy and productive relationships with cross-functional partners
- Comfortable partnering across all business functions, and collaborating with all roles from brand new individual contributors to senior executives
- Incredibly detail oriented and organized
What the job involves
- As the Director, Client Support you will report to the VP, Support & Services, and directly lead a talented team of managers
- You will refine our processes & data and build strategies to help us deliver our amazing client support at scale
- You will work closely with cross-functional partners to help refine the customer experience across the business
- Oversee and manage the Support leadership team to maintain our incredible levels of service
- Help implement new processes, systems, and tools to scale our team
- Work with Senior Managers to improve our Quality and Technical programs
- Build new coaching + training initiatives across a wide range of areas: new product launches, technical troubleshooting, client communication, and objection handling
- Provide detailed insights about the Client Support Journey to partners in Product, Engineering, PMM, and other cross-functional teams
- Establish Support operations in emerging regions across the globe
- Work with Product teams to translate customer feedback into specific product requirements
Our take
Attentive is a leading eCommerce SMS marketing tool that enables brands to leverage the boom in mobile shopping by creating data-driven, personalized text message campaigns.
With a focused strategy, the company is expanding its reach into new markets, rivaling messaging giants like WeChat and WhatsApp. Already making strides in the UK and running initiatives in Canada and Australia, Attentive is boldly replicating its success. However, to stay competitive, the company must keep pace with the anticipated surge in eCommerce tool innovation over the next decade.
As the eCommerce market continues to grow, favoring tech-forward solutions aligned with emerging 'Commerce 3.0', Attentive, a unicorn with solid backing, is well-positioned to achieve further success in this lucrative and expanding industry,
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Mar 2021
$470m
SERIES E
Sep 2020
$230m
SERIES D
Total funding: $863m
Company benefits
- 401(k) through Fidelity with company match up to $1,500 annually
- Equity package for all employees
- Comprehensive medical, pharmacy, dental, & vision insurance, including $0 premium plans
- Medical, dental, & vision insurance, including $0 premium plans
- Monthly $100 wellness stipend: Used on fitness memberships, classes, and mental health apps
- One-time $200 reimbursement for home fitness equipment
- $500+ yearly stipend for continued learning
- Monthly cell phone stipend
- Up to 20 weeks of 100% paid New Parent Leave: Up to 8 weeks of recovery time to recuperate from childbirth. Up to 12 weks of bonding time to connect with your child. bonding time can also be used following adoption or delivery via surrogate
- Flexible Paid Time Off
- Paid holiday break
- Paid Sick Days
- Mental health benefits through Modern Health offering free coaching and therapy sessions and more!
- In-person and virtual department and company-wide events
- Leadership-backed employee resource groups (ERGs)
- Volunteer opportunities and charitable contribution matching via Millie
- Employee Assistance Plan (EAP) through Lincoln Financial
- Free daily meals and snacks/drinks in our offices!
- One-time home office stipend for remote employees
- Pet insurance
- Fertility benefits through Carrot Fertility
- Employer-paid breastmilk shipping for work travel through Milk Stork
- Up to 12 weeks 100% paid Family Medical Leave
- 100% paid leave for reproductive loss
- 100% paid leave for emergency disaster
- Flexible bereavement leave
- Employer-paid life insurance & disability
Company HQ
Flatiron District, New York, NY
Leadership
Brian Long
(Co-Founder)Brian worked in Sales Leadership and as SVP Mobile at Crossboard Mobile before moving on to co-found TapCommerce which was acquired by Twitter in 2014, where he worked as a Senior Director. He left Twitter to co-found Attentive in late 2016.
Share this job