Learn more about Attentive—the SMS and email platform that brings your customer interactions to life with advanced AI. Backed by Sequoia and Sapphire.
About the role
You’ll inherit a functioning support organization with a strong foundation: three support tiers, clearly defined standards, and established SLOs. We’re looking for a Support Operations leader with deep expertise in tooling and automation. AI is already deployed across deflection, agent assist, and quality management, while offshore partners support a growing share of operations.
What they're looking for
- Lead the management team. Manage Support Managers and the Team Lead structure across US, UK, and Australia. Hire, develop, and hold a high standard for the people who lead the team day to day
- Own the operating model. Set the target state for tier design (L1/L2/L3), what stays stateside versus offshore, regional coverage, and peak-period operations. Sequence the transition and hold the team to it
- Manage budget and capacity. Own the headcount model, BPO spend, and tooling spend. Build a cost and capacity model that ties staffing to volume and SLO attainment and is used for annual planning
- Set the quality bar. Own the KPI and SLO framework, the QA program, and performance standards by tier. Accountable for CSAT, SLO attainment, and resolution trends
- Establish Support Engineering as a discipline. Define the leadership model, technical bar, career path, and relationship with Engineering for our Level 3 team
- Be the senior escalation point. For customers, CS leadership, and the executive team. Own the CS incident-management program at the program level
More about this role
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 (four years running!), LinkedIn’s Top Startups , Forbes’ Cloud 100 (five years running!), Inc.’s Best Workplaces , and the Human Rights Campaign Foundation's Corporate Equality Index !
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