LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

You will: 

Supervise day-to-day operations of the 24x7 Tier 1 support team by:

• Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs,supervisor escalation requests)
• Correctly prioritizing cases in real-time based on existing definitions
• Managing break/lunch assignments to ensure adequate coverage
• Effectively leveraging team members to meet SLAs in times of high volumes to minimize missedsupport opportunities
• Promoting high NPS
• Being the technical and soft skills lead for Tier 1, ensuring that established processes andprocedures are followed
• Mentoring a small pod of Tier 1 team members where you will monitor performance, reviewconversations, and conduct one-on-one coaching sessions
• Promoting effective communication between team members
• Being the Point of Contact for internal customer questions
• Answering overflow messaging conversations
• Answering phone calls to our emergency support phone line
• Working high-priority cases and reviewing escalated cases to ensure no high-priority cases weremissed
• Identifying and prioritizing issues and escalations using defined processes

You have:

3+ years of experience in a technical support roleAdvantage: Experience leading or mentoring colleagues as tech lead or supervisor

• English proficiency or technical skills
• Obsession with providing an exceptional customer experience
• Ability to work in shifts in a 24x7 operation
• Displays a calm demeanor in critical situations
• Ability to work independently
• Excellent English language in written and spoken communication skills
• Application support hands-on experience (not IT / helpdesk support)
• Prioritizing competing inquiries so that all customers are serviced according to established SLAs
• Communicating technical information in a way that is easy to understand
• Analytical mindset when it comes to questioning established processes and procedures
• Competent knowledge of HTML and CSS
• Troubleshooting REST/SOAP APIs
• Networking knowledge (IP addresses, firewalls, web filters)
• Using browser-based tools to troubleshoot reported issues - cache, cookies, network tab/dev tools
• Plus: SQL, able to read and write queries
• Plus: Javascript troubleshooting

Benefits: 

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

Why you’ll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. 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 a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.