LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.

You will: 

• Supervise day-to-day operations of the 24x7 Tier 1 support team by:
• Correctly prioritizing cases in real-time based on existing definitions
• Effectively managing crisis scenarios (ex: service interruptions, urgent production bugs, supervisor escalation requests)
• Managing break/lunch assignments to ensure adequate coverage
• Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunities
• Promoting high NPS
• Being the technical and soft skills lead for Tier 1, ensuring that established processes and procedures are followed
• Mentoring a small pod of Tier 1 team members where you will monitor performance, review conversations, 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 were missed
• Identifying and prioritizing issues and escalations using defined processes

You have:

• 3+ years of experience in a technical support role
• 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)
• Communicating with customers regardless of their English proficiency or technical skills
• 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

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.