Customer Response Specialist

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, nd 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.

As a Customer Response Specialist, you'll be responsible for promptly addressing customer inquiries and concerns via phone, email, web messaging, or alternate channels. Your primary goal will be to provide exceptional customer service by resolving issues efficiently and ensuring a positive customer experience. This role involves using various software systems to access customer accounts, monitor and diagnose customer-specific alerts, document interactions, and escalate complex issues when necessary. Success in this position requires strong interpersonal skills, empathy, and the ability to adapt to different organizational and customer needs. In this role, you'll collaborate closely with the Network Operations Center (NOC), Technical Support Engineers, and Engineering teams to manage incidents and resolve complex issues efficiently. You'll serve as a liaison between customers and internal teams, facilitating clear communication and updates on issue resolution progress.

In this role, you will be:

Correctly prioritizing cases in real-time based on existing definitions

Identify and effectively manage crisis scenarios, including high-priority issues

Performing customer-facing incident management responsibilities

Managing break/lunch assignments to ensure adequate coverage

Effectively leveraging team members to meet SLAs in times of high volumes to minimize missed support opportunities

Promoting high NPS

Being the technical and soft skills lead, ensuring that established processes and procedures are followed

Promoting effective communication between team members

The Point of Contact for internal customer questions

Answering web messaging conversations and phone calls from customers, and managing inquiries from internal teams

Monitoring, diagnosing, and proactively communicating customer-specific alerts internally and externally

Your required skillset:

Communicating effectively with customers regardless of their English proficiency or technical skills

Prioritizing competing inquiries to ensure all customers are serviced according to established SLAs