Revenue Operations Analyst, Support Operations

United States
Client Strategy /
Full-Time /
Remote
Attentive® is the AI marketing platform for leading brands, designed to optimize message performance through 1:1 SMS and email interactions. 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 Barbecue 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
At Attentive, we're revolutionizing the way businesses connect with their customers. Our team is passionate about providing exceptional support and driving strategic initiatives to enhance the customer experience. We're seeking a skilled Support Operations Analyst to lead the management and optimization of our Zendesk platform and execute on strategic initiatives for the Support org.

As a Support Operations Analyst, you'll be instrumental in ensuring the smooth operation of our Zendesk platform and enhancing customer support workflows. Your expertise will drive efficiencies and empower our teams and customers with efficient resources. We're looking for an experienced self-starter who is passionate about working with complex tools and designing efficient processes.

Why Attentive needs you

    • Lead the setup and administration of Zendesk, ensuring smooth operation of user profiles, ticket handling processes, and system integrations
    • Collaborate closely with cross-functional teams to deploy solutions that enhance customer support workflows and processes
    • Optimize and maintain our Zendesk-based Help Center to empower our teams and customers with efficient resources
    • Educate and support team members on best practices, troubleshooting, and administrative aspects of Zendesk
    • Monitor and evaluate Zendesk's performance metrics to identify improvement areas and enhance the customer support experience
    • Coordinate with internal and external stakeholders to address technical challenges related to Zendesk and its integrations
    • Maintain comprehensive documentation of system updates, operational procedures, and user instructions
    • Stay informed about industry trends and emerging technologies to suggest and apply advancements for improved customer and user experiences
    • Drive strategic planning and project management initiatives, contributing to a Support Operations Roadmap to support departmental and company-wide objectives
    • Manage system administration tasks and develop processes to prioritize configuration changes and feature deployments

About you

    • Affinity for problem solving and crafting creative, reusable solutions
    • Willingness to step out of your comfort zone to try/learn new things
    • Insightful, innovative and adapts well to a dynamic and fast-paced environment
    • BS/BA Degree or equivalent
    • Zendesk Support Administrator Expert certification preferred
    • Proven experience in managing and enhancing Zendesk or comparable platforms.
    • Experience in MarTech/AdTech or a technical service environment not required but preferred
    • Strong communication skills; ability to explain technical concepts to non-technical people
    • A critical thinker with the ability to logically and methodically investigate and problem-solve
    • Code Aptitude: Ability to read and understand HTML/CSS is a plus
    • Familiarity with at least one programming and scripting language (such as JavaScript, SQL) is a plus
    • Familiarity with REST APIs and API documentation
    • Exceptional organization, prioritization, and time-management skills in a fast-paced and demanding environment.
    • Effective cross-department communication
You'll get competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work.

For US based applicants:
- The standard base salary range for this position is $71,400 - $115,400 annually
- 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.