Technical Support 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:

The Regional Support Manager will be a significant contributor to the success of LivePerson Global Support and would be based out of India. You will ensure that Service level agreements are achieved to deliver an outstanding customer experience. Main collaboration in this role will be with the different Support, Engineering, and Production teams and external partners of our Top Accounts.

You will report to the Regional Support Director

You will:

• Manage the daily operations of Support teams, ensuring the successful path for resolution or escalation from either Customers or the LivePerson global teams.
• Develop customer focussed communication processes, emphasising empathy and providing the best possible outcomes, even when immediate solutions are not available.
• Implement continuous improvement of the existing software applications and architecture and ensure quality deliverables.
• In collaboration with our global managers, develop long-term customer support strategies to scale us.
• Establish quality metrics and standards for the support teams, identifying challenges and opportunities for improvement.
• Manage communication and escalations of strategic customer issues, ensuring successful resolutions.
• 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 with senior leaders to implement operational improvements and ensure that our customer experience remains excellent.
• Advocate for customers within LivePerson, representing their needs, feedback, and requests in different forums.
• Foster high employee satisfaction within the teams.
• Promote and work frequently with cross-functional teams on global projects, develop close relationships with Engineering and Product management teams, ensuring SMEs are well versed on the relevant products and services.
• Analyse customer data 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.
• Be open to work during US work hours

Skills and Abilities 

• • You are someone with a willingness to make changes to improve operational efficiency through innovation and adopting new ideas and practices.
  • Must be customer-oriented, promoting empathy throughout, and dedicated to collaboration.
  • Leadership and people management skills, including experience coaching team members
  • Ability to adapt to change and manage it well.
  • Ability to work and partner with all levels of management internally and with customer organisations your team support.
  • Available to step in and manage a crisis internally and with customers, in a 24/7 fashion.
  • Flexibility to work beyond regular hours from time to time.

You have:

• B.A. or B.Sc. in a related field- Computer Science or Engineering, or an equivalent combination of education and experience.
• Minimum of 8 years of customer-facing experience, with at least 5 years in a SaaS, CCaaS company, or related industry/field.
• 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
• #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.