Attentive’s customers use our platform to run digital and in-store marketing programs that are critical to the revenue of their brands, and they notice immediately when something is wrong. Support is where the product meets the customer under pressure. We are hiring a Director of Support to own how that experience is delivered: the leadership team, the operating model, the budget, and the service commitments we make to customers.
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.
The next chapter requires a leader who can define Support’s commitments, integrate its people and technology, and set the direction for the organization’s continued evolution.
Concretely, you’ll lead the Support management team across the US, UK, and Australia; define the operating model and quality bar; own the budget and capacity plan; design a premium support offering from the ground up; and serve as the decision-maker for the company and our customers when Support needs to make a call.
This is a strategic operator role. You won’t be building automations or working the queue, you’ll determine what Support is accountable for, what it should cost, and how it can scale without headcount growing in proportion to volume.