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.

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Support Specialist

As a CipherHealth Customer Support team member you will be a resource for our customers and a key technical resource internally. You will be responsible for solving end user support tickets, directly assisting nurses and doctors out in the field using CipherHealth solutions. You will also have the opportunity to collaborate with different departments internally to improve the customer experience, to configure different product solutions, and to ensure projects are delivered on time. We are a highly collaborative, good-humored, and hardworking team who cares about using technology to improve patients’ lives.

Responsibilities

• Address customer queries accurately and efficiently, leveraging your subject matter expertise in CipherHealth solutions
• Facilitate superior customer communication, prioritizing assignments to meet urgent deadlines
• Prepare comprehensive procedures in an easily-digestible format for team reference
• Configure our solutions using the CipherHealth platform for different customer use cases
• Collaborate with the Customer Success and Product teams in the development and design of creative solutions
• Create both customer-facing and internal collateral supporting our solutions

Requirements

• Adept problem-solving skills with the ability to deconstruct advanced concepts
• Exceptional attention to detail and unwavering commitment to excellence
• Strong understanding of CRM systems (Familiarity with Salesforce Service Cloud is a bonus)
• An enthusiastic mindset for delivering outstanding support experience to our customers
• Comfort in coordinating and delivering on numerous technical projects with varied stakeholders
• Innovative thinking with the capacity to determine (in technical terms) diverse stakeholders' requirements
• Independent working style, capable of making informed decisions with minimal supervision
• Stellar teamwork attitude with effective written/verbal communication skills; ability to connect with both technical and non-technical teams, demonstrating strong empathy and evaluating risks

Nice-to-haves

• Familiarity with SaaS-based technologies
• Prior work experience in a user-facing support team
• Experience in executing data interfaces and integrations, including SFTP, HL7, SSO, etc.

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
  • Base Salary range: USD $65,000 -$75,000 annually
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend
  • Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
  • CARE2 Values
  • Bi-Weekly All Hands Meetings
  • $30/employee monthly “Fundowment” for team bonding events
  • Employee Resource Groups such as Rainbow Room and BIPOC Group
  • Yearly donations to organizations that contribute to a more equitable world
  • Weekly Lunch & Learns and robust onboarding / training programs
  • Remote-first team: $50 per month reimbursement in your check for WFH expenses
  • You’ll receive a new Macbook laptop, other hardware, and company swag upon hire

• establish that they have received the “designated vaccine(s)“; or 
• obtain an approved exemption as an accommodation.

Come join ourCustomer Experienceteam

Our Customer Experience team is committed to delivering a premier, fair and enjoyable interview experience for our customers. As the front line of Karat’s live interview support, you will help refine our core product by providing insights and feedback from online interactions with candidates and Interview Engineers.

What you will do

As a Customer Experience Specialist at Karat, you will provide clear and prompt front-line support via chat and email to a variety of customers.

The schedule for this position will be Sunday - Tuesday and Thursday - Friday from 6:30 am CT - 3:00 pm CT. We are only looking to hire individuals based in Mexico for this position.

• Provide support and guidance via email and chat within existing SLAs to inbound inquiries. 
• Ensure responses are within team guidelines and the communication reflects company brand and values. This includes helping navigate general public inquiries to the right internal team as-needed.
• Work with Karat’s community of Interview Engineers and Quality Control Engineers to accurately portray software engineering candidates’ interview results.
• Advocate on behalf of candidates within the organization to ensure their needs and concerns are addressed promptly and effectively.
• Collect and track feedback from candidates and Interview Engineers to gain insights into their experiences.
• Share feedback from email and chat inquiries to ensure team processes are continuously improved.

The experience you will bring

• 3+ years of professional experience in customer service or customer support in an environment that is fast-paced and dynamic
• Experience working in a remote environment preferred
• Strong fluency in written and spoken English
• Experience with customer management and communication software (preference for GSuite, Slack, and Zendesk) required
• History of high performance in a metrics-driven environment
• Strong demonstration of reliability, organization, and attention to detail
• Ability to exercise compassion and empathy with distinct audiences

Legal Employment Statement 

Karat is a U.S. company. In order to work with individuals outside of the United States, we partner with a Professional Employer Organization (PEO). If hired for this position, your legal employer will be the PEO. This means your payroll, benefits offered, time off, etc., will be offered and managed by them.

At Elation, our team is committed to enhancing physician and patient quality of life. We are a SaaS cloud-based clinical platform on a mission to help to enable every patient to the highest quality of care. Since inception, we’ve been focused on building a delightful world-class customer experience that empowers physicians to focus on delivering phenomenal care to patients. 

Description of the Role

The Customer Support Associate’s main responsibility is to be the first level of support for our customers. Customer Support Associates are responsible for answering common troubleshooting and how-to questions about the Elation and Passport applications via email or phone. Customer Support Associates collaborate internally with other members of the team, as well as other customer facing teams. Customer Support Associates are attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers. 

Roles and Responsibilities

• [80%] Field common first response customer and patient cases and cases:
  • Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours and resolution within 3 business days.
  • Responsible for covering urgent-ticket shifts to assist providers who are blocked from caring for their patients and need immediate assistance.
  • Responsible for an in depth understanding of the Elation and Patient Passport applications. Most support tickets will require basic troubleshooting skills and the ability to point customers towards our resources.
  • Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share
• [20%] Collect pertinent information from customers and escalate complex cases to Senior Customer Support Associates
• Participate in weekly urgent shift rotations after three months in the role
• Participate in 2 to 3 weekend/holiday on-call rotations per year

Personal Qualifications

• Manages time effectively and works independently, self-starter
• Strong desire to learn new material and thrives in an ever changing environment
• Detail oriented and able to manage multiple tasks at once
• Ability to think critically and make sound decisions with inputs from customers and available resources
• Collaborates effectively with both customers and internal teams
• Empathetic in their approach to work, and passionate about the user experience we support
• Demonstrates strong written and verbal communication skills, professionalism
• Effectively ascertains when work requires escalation to leads or manager
• Bachelor’s degree or equivalent experience
• 1+ years of experience in a customer service, customer-facing or healthcare environment preferred
• Familiarity with Salesforce & Jira platforms is highly preferred

Salary Range: $47,500 - $51,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support primary care providers and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

About the role:

Samsara is looking for growth-minded, results-driven Bilingual Customer Support Specialists with strong organizational skills and a high focus on customer service. The goal of the Trilingual Customer Support Specialist is to help support Samsara's rapidly-growing service solutions and provide an exceptional customer experience. We work with a wide range of industrial companies ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate a strong ability to communicate account statuses and manage requests in order to best serve the needs of this diverse customer base. The ideal candidate has experience in a customer support role in a multi-channel contact center environment. You will be assisting customers in troubleshooting account issues, providing account documentation, and assisting with escalations, via phone, chat, and email. 

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click hereto learn about what we value at Samsara. 

In this role, you will: 

• Help Customers with a wide range of general inquiries on billing issues and questions
• Handle customer questions about contract renewals and cancellations
• Solve customer issues and escalations about Samsara products and services
• Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests
• Ability to prioritize work queue and backlog in addition to incoming customer requests
• Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role

• 1-3 years of experience in a customer-facing role within a contact center environment 
• Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
• Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
• Strong problem-solving skills and a proven ability to deliver a positive customer experience
• Exceptional communication skills to effectively communicate with a wide range of customers
• Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email channels
• Experience working with ticketing systems (e.g. Zendesk, Salesforce, ServiceCloud)
• Proficient with macOS

An ideal candidate also has:

• Ability to work flexible hours (nights and weekends) - Schedules are assigned based on the needs of the business, you must be willing to work the assigned schedule (5 days a week, 8-hour shift with 2 continuous days off) 
• Experience supporting service requests in billing, RMA, cancellations, and renewals
• Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
• Spanish and/or French fluency is a plus