Vice President of Customer Support

LivePerson

New York, NY, USA

Full-time

Nov 11

This job is no longer accepting applications.

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.  

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You can build partnerships that move our business forward

You build code that is simple, understandable, and clean  

You see feedback or failure as motivation to learn and to grow 

You believe data-driven decision making is the norm

You relate to our core principles (link) and want to work with Conversational AI experts

The successful candidate has an opportunity to join a highly outstanding team within a fast-paced and successful organisation.

LivePerson is seeking an experienced professional with a proven track record to join our team as the  Global head of Customer Support.

The Global Head of LivePerson Customer Support is responsible for ensuring the delivery of a best of breed customer experience and world-class customer support. Ensuring the highest level of service and for every customer through every engagement, through every phase of the customer journey is at the heart of the Customer Support organization at LivePerson

This is a senior leadership position that is a key member of LivePerson field organization and a member of Global Product and Technology house. The Global Head of Customer Support will lead multiple teams, operating in a global model, supporting global customers in a multi tenant SaaS environment. The Global Head of Customer Support will be responsible for the following Teams:

  • 24*7 Tier 1 Technical Support
  • LivePerson Customer Service
  • Tier 2 and Tier 3 SME
  • Level 3 Escalation Management Support
  • Technical Account Managers
  • Support Operations
  • Supportability tools

Your mission will be to enable and lead a world-class customer support organization that leverages the latest technologies, methodologies and engagement channels to deliver the highest levels of customer service & satisfaction by implementing Liveperson vision.

In this role you will:

  • Formulate a strategic plan and design organization goals that align with corporate strategy and objectives
  • Deliver World class customer support that is recognized within the Services Industry, maintaining key customer KPIs including CSAT and NPS
  • Create a global support delivery model leveraging global presence, 80+ engineers and both Partner and Off-Shore relationships for best in class in customer satisfaction and cost effectiveness. 
  • Develop support automations, constantly innovating to deliver more value and utilize our Conversational Cloud platform to the full extent
  • End-to-end accountability for support & service experience, including planning, execution and governance of operational excellence with an experience driven strategy.
  • Develop deep product and market insight for the company business groups, including understanding the support lifecycles, support behaviors and global trends impacting the company business.
  • Closely collaborate with other teams such as sales, customer success, service, product management & RnD to evaluate and iterate on ideas and designs
  • Brand & Product, implement the same solutions delivered to customers internally within the organization.
  • Partner with the company leadership on driving Voice of the customer program, and implement Liveperson Strategy on customer support experience.
  • Drive the performance of level of service and improved customer satisfaction through data driven operation.

Your qualifications are:

  • Minimum 10 years of progressively responsible experience in customer support, product management, operations or related functions
  • Demonstrated skills and capabilities to drive cross functional and global collaboration experiences for customers and support organizations, acting as model for great change leadership
  • Demonstrated skills in designing customer success experiences and embedding them within the operational framework are critical for this role. 
  • Demonstrated skills in developing support automations and engineering. 
  • A global leader, people person, expressing functional concepts and designs through storyboards, illustrations, and prototypes
  • Passionate for customers and partners - Innovative customer focus, truly passionate about putting the customer first and relentless in your desire to drive this approach through our organization
  • Strategic Thinking, decisive, ability to work through adversity.
  • Proven track record in defining customer journeys and determining how to deliver the right experience at the right time to the right audience
  •  Excellent verbal, written communication presentation and decision- making skills
  • Position will require travel 4-6 times a year
  • Bachelor's degree

#LI-PS1

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. 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 regardless of criminal histories, consistent with legal requirements.

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