Redefining consumer research and decision-making for brands

Company Profile

Founded in 2015, Attest is a SaaS technology company based in London and New York. It exists to generate increased confidence for every decision, by making consumer research easy and actionable for all.

Attest believes that each business's customers hold the key to solving their problems and unlocking their opportunities. Its technology and software includes a wide range of machine learning and artificial intelligence applications that help continuously improve data quality and analysis, to help clients make better decisions.

The Attest platform enables companies to engage directly with over 100 million consumers across 49 countries, starting in 90 seconds. Attest helps you engage with the consumers you need to know the most but can naturally reach the least, to learn, measure and grow ever-faster, across marketing, product, brand, innovation, competition, pricing and beyond. Attest enables its clients to reach and understand new consumer groups, needs, trends and behaviours, on-demand, very easily, any time. By dramatically simplifying the process of gathering the highest quality consumer data and the most actionable results, it is transforming an entire industry, expanding a very large market, and making consumer research accessible to entirely new areas of demand and action.

Attest's ever-expanding client roster ranges from enterprises like Oracle, Microsoft and Discovery, to fast-growth companies like Transferwise, Manscaped and Klarna, among many others. 2020 has seen it scale strongly, with ARR growing rapidly to $7m and the team growing from 66 to 125 over the course of the year, with further exponential growth anticipated in 2021 and beyond. Attest is backed by investors including NEA, one of Silicon Valley's most prolific venture capital firms with over 225 portfolio company IPOs since 1977.

Role

Become an absolute technical expert on how the Attest platform works. You will know how to trouble-shoot for best results, and channel your excitement and belief in the Attest product into providing customer-centric, timely and accurate technical support to customers. Whether by live resolution of technical challenges or escalation through the right internal channels, you will make the customer feel heard. You will ensure that survey results are of the highest quality they can be through active human quality checks.

Using Intercom as your primary communication tool for technical matters, you will be the first point of contact for customers and prospects. You will be responsible for providing advice and assistance on platform specific matters, as well as the key to providing customers high quality survey data through human quality checks.

You will understand our internal team priorities and processes deeply, and seamlessly guide customers to the right source of information, knowing when to escalate internally. You will be thorough in providing further technical guidance or pointing customers to existing written resources, always ensuring the best possible experience for customers and prospective customers.

Responsibilities

Build and maintain an in-depth knowledge of Attest's product on a practical, applied level as it evolves and develops over time
Be the first point of contact on Intercom, responding efficiently to customer queries in live chat leaving the customer with a positive impression of Attest no matter the topic or resolution
Work closely with our engineering team to provide feedback and support, helping to resolve complex or longer-term technical platform challenges
Monitor customer research run on the Attest platform, optimising speed of completion for surveys as well as applying deep attention to detail to results.
Be the final, human step of our quality control process that ensures the data we serve customers within the platform is of the highest possible quality and reliability at all times
Be a core part of our customer-facing team, working closely with the wider Customer Success, Product and other teams across Attest to share learnings and feedback from your frequent customer interactions
Ensure that customer survey results are of the highest quality and can be reliably validated through active human quality checks.

Requirements

You love customer-facing interactions and are energised by interacting with people
You are a natural problem solver, deeply committed to finding the right outcome with no stone left unturned
You derive real joy from being the point-person for technical challenges and being the person who unblocks those challenges and making the customer experience consistently excellent and well supported
You are a confident and thoughtful written communicator, able to adapt your style to different audiences and express yourself with clarity and brevity
You pride yourself on your ability to translate complex technical concepts into plain English that anyone can understand and follow
You enjoy solving problems and communicating the solution in a clear and concise way
You are passionate and methodical about finding and correcting even the smallest of details for our customer data sets, and take pride in knowing you contribute to one of Attest most critical unique selling points: the exceptional quality of data we present to customers.

Compensation

Competitive salary that fairly recognises your experience and potential

We’re enthusiastic to offer all Attesters EMI share options in the company so that as the business succeeds, so do you!
25 days (UK) or 23 days (US) paid holiday per year. This is in addition to local public holidays and an additional 2 days off around the festive season
To help you save for your retirement, you’ll be auto-enrolled to our group pension plan when you join
Once you’ve completed your first few months, you have the option to relocate temporarily (up to 6 months) or even permanently up to +/- 4 hours of London or New York using our International Mobility programme
Support with remote and flexible working both whilst we navigate the world as it is now and in the long-term. We’ll even give you £300 to set up your home office
A generous career growth and development budget of £500 a year to support your learning
Access to private and confidential coaching or counselling via Sanctus
Spend up to 2 paid days per month - 10% time - focusing on your growth, giving back to your community or supporting your favourite charity
10 days paid sick leave a year - for your body and your mind
24/7 Employee Assistance Programme by Care First
Your choice of equipment and access to great tools that support your productivity and impact
An open, inclusive and supportive team where everyone is valued and all ideas and suggestions are welcomed #J-18808-Ljbffr

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