LivePerson is hiring a
Technical Support Manager

Summary

The Regional Support Manager will be based in India and will manage daily operations, develop customer-focused communication processes, implement improvements, establish quality metrics, conduct regular meetings with team members, and analyze customer data. They must have leadership and people management skills, adaptability, and a minimum of 8 years of customer-facing experience in a SaaS or related industry.

Requirements

• 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

Responsibilities

• 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
• Analyze 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

Benefits

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