Job Description
LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the worlds 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. The Regional Technical Support Engineering Manager will significantly contribute to the success of LivePersons Global Customer Care. This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. Essential collaboration in this role will be with the different Customer Care, Engineering, and Success teams and external stakeholders
You will report to the Regional Support Director. You Will. Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams
Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed
Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable
Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables
In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously
Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement
Conduct regular 1:1 meetings with team members, providing constructive feedback and supporting their
Skills development
Ensure the successful onboarding and development of Technical Support Engineers
Evaluate knowledge ramp-up opportunities to ensure advanced
Skills in the latest technologies used by LivePerson
Collaborate cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded
Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums
Foster high employee satisfaction within the team
Drive and work frequently with cross-functional teams on global projects
Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health
Analyze customer data and metrics to identify trends and patterns and provide feedback to the support team and management
Participate in 24/7 on-call duties and be available for unforeseen situations that require close monitoring and attention
Develop career opportunities for the team members
Skills And Abilities. A highly motivated individual with a positive and proactive attitude
Must be highly customer-oriented, promoting empathy throughout, and dedicated to teamwork and collaboration
Critical thinking and growth mindset
Strong leadership
Skills with the ability to prioritize and execute to drive success
Ability to successfully navigate ambiguity and adapt to new and dynamic environments
Ability to act rapidly and logically under pressure and effectively engage with others to overcome challenges
Strong leadership and people management
Skills, including experience in developing and coaching team members
Versatility, flexibility, and a willingness to work with enthusiasm in a constantly changing environment
Ability to interact and partner with all levels of management internally and with customer organizations your team supports
Operate under pressure and be available to step in and manage a crisis internally and with customers as needed
Flexibility to work beyond regular hours as required from time to time
Ability to work during the US Eastern Time Zone
You Have. A. Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives
At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field
Strong understanding of object-oriented languages, server-side scripting, and databases
Experience with network and web protocols (WS, TLS, HTTP, CSS)
Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.)
1-3 years of management experience leading teams of technical support engineers
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. Why Youll 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
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