Customer Response Specialist

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. 

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

Benefits:

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Equal opportunity employer
• #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.