Customer Support Specialist

4 weeks ago

United Kingdom Attio Limited Full time

Support Attio customers with accurate and efficient answers, resolutions and resources

At Attio, we’re building the CRM of the future…

CRMs are at the center of the software stack for millions of businesses. They're ubiquitous and totally essential, yet current products are completely archaic, unloved and in massive need of overhaul.

This is software that millions of people use for hours and hours a day and you probably can't think of a single awesome piece of software in this space.

Attio’s singular focus is to revolutionize one of the world’s most important and entrenched software categories: CRM.

We’ll need the world’s best engineers to solve some of the toughest engineering problems; we’ll need visionary designers to create the best experience, and we’ll need creative marketers, ambitious salespeople and dedicated support to tell our story and bring our product to market.

Why is this role important?

As a Customer Support Specialist at Attio you will support Attio customers with accurate and efficient answers, resolutions and resources via emails, chat, and video calls. You will be the voice of the customer to other Attio teams, advocating for the customer experience and feedback, so that collectively we can give them a truly delightful experience and maximize the value they attain from using Attio.

We are particularly interested in hearing from:

Individuals with 2+ years experience in a support role for a SaaS product

Technical specialists with experience working with CRMs and working within startups

Experience working with APIs or Zapier is a bonus

Whose team will you join?

Our Go To M arket [GTM] team is collectively responsible for new & expansion revenue. Day to day work is focused on ensuring customer satisfaction through quick, accurate and helpful support interactions and content. Documenting articles, resources and processes enables us to provide high quality interactions with customers.

Our Support team holds to a high standard of customer satisfaction, with a 98% CSAT average over the past six months. We have a very high standard for the customer experience in all stages and across the entire team. Our process is supported by Intercom, Guru, Linear, Slack, Productboard, Storyblok and Notion.

What is it like to work at Attio?

Attio employees are currently based in the US and Europe. We are all trusted to produce high quality work in the remote-first environment that works best for us.

Attio is for people who own their role, learn quickly, are endlessly curious and find happiness in delivering consistently brilliant outcomes that push the company forward. We love to work with people who are passionate about working this way and will do whatever it takes to get things done.

Kindness is evident in how we work and there is a high level of respect across the team thanks to working hard. This allows us all to challenge ideas, be independent and attract world class talent to join us.

We have an office in London should you wish to work from there or visit occasionally.

What are the role requirements?

In this role, you will be expected to:

Provide support to customers through emails, chat, and video calls, adhering to Service Level Agreements (SLAs) during European business hours

Accurately and efficiently answer customer questions regarding Attio features

Troubleshoot and document bugs, collaborating with Attio’s Engineering team until resolution

Document customer feedback and requests, and advocate for the voice of the customer internally regarding Attio’s product development and roadmap

Contribute to Attio’s Help center articles and videos, to help customers find their own answers and solutions

Assist in developing and documenting support processes to improve efficiency and ensure customer satisfaction

Maintain an in-depth understanding of Attio functionality, including collaboration with other teams to learn about and prepare for new feature releases

We believe the right person will have the following attributes:

Native English speaker with excellent written and verbal communication skills and a knack for distilling complex topics into simple guidance

High degree of empathy, with the ability to understand and show care about the experiences and feelings of customers

Innate curiosity and commitment to learning and understanding the ins and outs of the product, to get to the heart of customer feedback, and to identify root causes of issues

Tech savvy and a lover of problem solving, using all resources available to find a resolution, but also willing to ask questions when you need help

Proactive initiator of process improvements and solving for potential issues before they surface. Taking personal responsibility to push us forward

Self-starter and independent learner who is motivated to perform well on a remote and distributed team

What does the hiring process look like?

We respond to applicants before the end of each week and within 24 hours of each interview, we will request and share feedback at every stage.

Applicants can expect the following:

Interview ~ 30 minutes

Exercise ~ Take home task + 30 minute discussion

Team Interview ~ 30 minutes

A lot of our interviews are enabled through self-scheduling but we are always on hand to speak to you or answer questions throughout the process. At the offer stage, you may want to speak to more of the team, see a demo or have other suggestions for us.

Everyone who completes at least one of the above stages will be asked to provide feedback on the overall process and offered some help on their career if it's not joining Attio at this time.

What will an offer consist of?

Equity in an early-stage tech company on an incredible trajectory

Remote working and flexibility

Apple hardware and a budget for desk amenities

Regular team events in London

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