Customer Response Manager

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. 

Overview:

As a Customer Response Manager, you will lead and oversee a team of Customer Response Specialists responsible for promptly addressing customer inquiries and concerns via phone, email, web messaging, and various channels. Your primary objective will be to ensure exceptional customer service delivery by effectively managing crisis scenarios, including high-priority issues, and overseeing customer-facing incident management responsibilities. You will play a pivotal role in correctly prioritizing cases in real-time based on existing definitions, managing break/lunch assignments to ensure adequate coverage, and leveraging team members to meet SLAs during high volumes to minimize missed support opportunities.

You will:

In this role, you will serve as the technical and soft skills lead, mentoring the team when appropriate, ensuring adherence to established processes and procedures, and actively participating in their development. You will promote effective communication between team members and act as the Point of Contact for internal customer questions. Your responsibilities will include answering web messaging conversations and phone calls from customers, managing inquiries from internal teams, and collaborating closely with other functional managers. Additionally, you will tune, monitor, diagnose, and proactively communicate customer-specific alerts both internally and externally.

 Required Skillset:

• Natural leader, capable of inspiring and guiding a team to success
• Efficient at task delegation and self-motivated as a self-starter
• Proficiency in team leadership, mentoring, and coaching
• Experience in strategic planning and execution to achieve team and organizational goals
• Ability to foster a culture of innovation and continuous improvement within the team
• Skilled in conflict resolution and problem-solving within a team environment
• Capable of driving and managing change initiatives effectively
• 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
• Demonstrated ability to effectively communicate with customers of varying English proficiency and technical skills
• Strong capability in prioritizing competing inquiries to ensure adherence to established SLAs
• Efficient at managing time and resources effectively
• Proven experience in simplifying technical information for easy understanding
• An analytical mindset focused on questioning and improving established processes
• Strong technical aptitude, including competent knowledge of HTML and CSS, troubleshooting REST/SOAP APIs, applying networking knowledge (IP addresses, firewalls, web filters), and using browser-based tools for issue troubleshooting
• Proficiency in diagnosing issues using log analytics and monitoring tools
• Additional skills in SQL for reading and writing queries, plus troubleshooting in JavaScript are beneficial

You have:

• Minimum 3 years of experience in a technical role, with support experience preferred
• Minimum 1-3 years of supervisory or management experience in support-related roles
• Commitment to providing an exceptional customer experience, with an obsession for customer satisfaction and retention
• Expert-level knowledge of LivePerson Products and Services.
• Willingness and ability to work in shifts within a 24x7 operation, including nights, weekends, and holidays
• Demonstrated ability to maintain a calm demeanor in critical situations
• Strong independent working capabilities
• Excellent written and spoken English communication skills
• Hands-on experience with both front-end and back-end application support

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.