LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

As the Manager of the 24x7 Messaging and Customer Response Specialist (CRS) teams, you will oversee daily operations and drive the success of our team to achieve KPIs. Your responsibilities include:

You will: 

• Prioritizing cases in real-time according to predefined criteria.
• Managing crisis situations such as service interruptions, urgent bugs, and leadership escalations.
• Ensuring adequate coverage during break and lunch assignments.
• Optimizing team resources to meet SLAs during peak volumes and minimize missed support opportunities.
• Leading efforts to promote a high Net Promoter Score (NPS) and adherence to established processes.
• Mentoring Messaging Agents and CRS team members through performance monitoring, case reviews, and coaching sessions.
• Facilitating effective communication among team members and serving as the internal point of contact for customer inquiries.
• Handling overflow messaging and emergency support phone calls when necessary.
• Managing high-priority and escalated cases to ensure comprehensive resolution.
• Collaborating with leaders to maximize team potential and development.
• Supervising, coaching, and developing Customer Response Specialists and Messaging Agents.
• Demonstrating strong leadership, interpersonal, and communication skills to drive positive outcomes.
• Monitoring and managing individual and group performance to ensure efficient customer issue resolution and meeting service commitments.
• Continuously evaluating and enhancing customer care processes to optimize efficiencies and enhance customer experience.
• Identifying training needs and ensuring team members have the expertise to handle requests accurately and with high quality.
• Partnering with service owners, team leaders, and global peers to improve processes and identify new service opportunities.

 To excel in this role, you should possess expertise in:

• Understanding the needs and perspectives of CRS and Messaging Agent team members.
• Communicating effectively with customers of varying English proficiency and technical understanding.
• Prioritizing competing inquiries to meet SLAs.
• Simplifying technical information for easy comprehension.
• Challenging and improving established processes and procedures.
• Proficiency in HTML, CSS, REST/SOAP APIs troubleshooting, networking concepts (IP addresses, firewalls, web filters), and browser-based issue diagnosis.
• Optional: Proficiency in SQL and JavaScript troubleshooting.

You have:

• 3+ years of technical support experience.
• 2+ years of supervisory or management experience in support-related roles.
• Strong dedication to customer satisfaction and retention.
• Expert-level knowledge of LivePerson Products and Services.
• Ability to adapt focus based on issue priority.
• Availability for 24x7 shift work.
• Ability to remain composed in critical situations and work independently.
• Excellent written and verbal English communication skills.
• Hands-on experience in application support (not IT / helpdesk support)

Additionally, the ideal candidate will embody the following qualities:

• Proactive and innately curious, with a data-driven approach to decision-making.
• Avid multitasker who excels in a fast-paced environment.
• Attention to detail, with the ability to assess business impact quickly and accurately.
• Efficient at task delegation and self-motivated as a self-starter.

This role requires proactive leadership, technical expertise, and a relentless commitment to optimizing Customer Care processes and team performance.

Benefits:

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Native AI learning
• Additional: Food Vouchers, monthly phone and internet allowance.
• #LI-Remote

Why you’ll love working here: 

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.