Director – Client Support

Posted on 10/30/2023

INACTIVE

1,001-5,000 employees

SMS-first platform for personalized business-to-consumer communication

Company Overview

Attentive® is a leading player in the realm of conversational commerce, providing a robust SMS-first software platform that enables businesses, ranging from startups to large enterprises, to foster stronger relationships with their consumers. The company's platform is trusted by over 8,000 leading brands, driving billions in e-commerce revenue through personalized, real-time two-way communications. With a focus on compliance, scalability, and integration with existing technology stacks, Attentive® offers a unique blend of first-party data insights and effective subscriber engagement, making it a compelling workplace for those keen on shaping the future of business-to-consumer communication.

Consumer Software

Company Stage

Series E

Total Funding

$1.3B

Founded

2016

Headquarters

Hoboken, New Jersey

Growth & Insights

Headcount

6 month growth

↑ 3%

1 year growth

↓ -5%

2 year growth

↓ -3%

Locations

United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Data Analysis

Marketing

Salesforce

Looker

Communications

Zendesk

CategoriesNew

Business & Strategy

Requirements

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

Responsibilities

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

Desired Qualifications

Experience in SMS and email marketing
Experience in the e-commerce industry
Experience with Deloitte’s Fast 500, Linkedin’s Top Startups, or Forbes Cloud 100
Experience in building and leading remote teams

About Attentive:

Attentive® is the world’s #1 conversational marketing platform, on a mission to maximize performance with intelligent, 1:1 SMS and email capabilities. Our SMS-first software platform helps everyone from entrepreneurs to enterprises strengthen relationships with their consumers in a new way. Through two-way, real-time, personalized communications, we drive billions in e-commerce revenue and over 8,000 leading brands like CB2, Pura Vida, GUESS and Urban Outfitters rely on Attentive to deliver powerful commerce experiences.

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

Attentive is looking for a skilled and experienced leader to help scale our incredible Client Support program. 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.

Why Attentive needs you

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

About you

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

You’ll get competitive perks and benefits from health care to home office equipment, to help you bring your best self to work!

For US based applicants:

- The standard base salary range for this position is $154,000 - $192,000

- This position is eligible for performance-based cash bonus or variable compensation

- This position is eligible for equity in the form of RSUs

#LI-DNI

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, 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.