Responsibilities
- Provide fast, friendly, and technically sound support via email, chat, and video calls — maintaining high CSAT and meeting SLAs across EU and US hours.
- Diagnose, reproduce, and resolve product issues; document bugs and work closely with our Engineering team to ensure timely resolutions.
- Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” in cross-functional discussions with Product and Engineering.
- Contribute to our Help Center, FAQs, and internal documentation in Notion and Guru; refine support processes to make the customer experience even smoother.
- Build and maintain a deep understanding of Attio’s functionality, APIs, and integrations, staying ahead of upcoming releases and new features to support customers with confidence.
- Work closely with colleagues across Support, Product, and Engineering to ensure consistent, high-quality service delivery and contribute to a culture of operational excellence.
- Partner with customers to deeply understand their goals, workflows, and data models. Provide strategic, scalable solutions that go beyond resolving immediate issues — helping them optimise processes, automate intelligently, and realise long-term value from Attio.
Requirements
- 2+ years in a customer support or technical support role for a SaaS product, ideally within a start-up or high-growth environment.
- Confident troubleshooting APIs, AI, CRMs, and workflow tools.
- Exceptional written and verbal communication skills; you’re able to explain complex topics with clarity, simplicity, and warmth.
- A genuine desire to understand customer needs and deliver solutions that go beyond expectations.
- A proactive learner who dives deep to uncover root causes, stays ahead of emerging technologies, and continually expands their technical expertise to drive better outcomes for customers and the team.
- Highly organized, detail-oriented, and dependable — you thrive on process, follow-through, and delivering consistently high-quality work.
- A strong team player who enjoys working cross-functionally and contributing to a supportive, transparent, and high-performing culture.
Nice to Have
- Experience with Zapier, Intercom, and/or Linear is a plus.
- Experience providing live phone support or running customer workshops is a plus.
Additional Information
- Working Pattern: Full-time | Saturday–Wednesday: 9:00am – 6:00pm EST
