At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every day to ensure that issues with their accounts are resolved promptly. You will use your system knowledge and commitment to delivering an exceptional customer experience to solve problems for our users but advocate for our brand.

This remote role reports to a Customer Support Team Lead in Dublin Ireland. Your first two weeks at Squarespace will include mandatory virtual training from September 02 through September 13, 2024. You must have both spoken and written fluency in English and German.

You'll Get To…

• Respond to customer-submitted live chats and emails in a timely manner
• Queue-based, typing work will account for approximately 90% of the role.
• Live Chat is our primary channel of support in this role.
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat.
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues.

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us.
• Bilingual fluency in English and German
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
• Expertise with written communication and the ability to spot spelling and grammar errors.
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
• Capability of prioritizing competing requests.
• Familiarity with the Squarespace platform.
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

Benefits & Perks

• Health insurance with 100% covered premiums for you and your dependent children
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• Up to 20 weeks of paid family leave
• Equity plan for all employees
• Commuter benefit in the form of reduced tax
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Free lunch and snacks
• Close proximity to cultural landmarks such as Dublin Castle and St. Patrick's Cathedral

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

About us:

Parsley Health is a digital health company with a mission to transform the health of everyone, everywhere with the world's best possible medicine. Today, Parsley Health is the nation's largest health care company helping people suffering from chronic conditions find relief with root cause resolution medicine. Our work is inspired by our members’ journeys and our actions are focused on impact and results.

The opportunity:

As a Customer Support Representative, you will provide a high level of customer service to Parsley Health Members by corresponding to inquiries both via email, SMS, and over the phone, performing onboarding calls, managing cancellation requests, answering questions about the Program,  and resolving member complaints in a professional and timely manner. This role works closely with our clinical and sales departments to ensure member satisfaction and loyalty.

CST hours are preferred. 

What you’ll do:

Member Advocacy

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints
• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform. 
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations 
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations 
• Support members’ scheduling and member portal navigation needs and– troubleshooting as needed
• This is an evolving and growing department, and role requirements may change and expand as Parsley Health grows.
• Other duties as assigned

What you’ll need:

• At least one year of relevant work experience in a one-to-one client/patient-facing
• Healthcare tech/start-up experience preferred
• An empathetic customer-service approach that ensures your members feel heard and cared for
• Call management system experience preferred (i.e., Regal.io)
• A passion for helping others
• Excellent oral and written communication skills
• Can comfortably resolve issues over the telephone
• A detail-oriented mindset with a knack for organization and clarity - nothing slips through the cracks
• Proactivity, autonomy, and commitment to excellence in your work
• Flexibility as roles and responsibilities are subject to change and new ones may be assigned
• Ability to work from home in a quiet space to conduct phone calls.

Benefits and Compensation:

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend

Parsley Health is committed to providing an equitable, fair and transparent compensation program for all employees.

The salary for this role is $24.25/hour ($50,440 annually). We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with candidates during the process.

At Parsley Health we believe in celebrating everything that makes us human and are proud to be an equal opportunity workplace. We embrace diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better we can serve our members. 

Important note:

In light of recent increase in hiring scams, if you're selected to move onto the next phase of our hiring process, a member of our Talent Acquisition team will reach out to you directly from an@parsleyhealth.comemail address to guide you through our interview process. 

    Please note: 

• We will never communicate with you via Microsoft Teams
• We will never ask for your bank account information at any point during the recruitment process, nor will we send you a check (electronic or physical) to purchase home office equipment

We look forward to connecting!

#LI-Remote

The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases.  Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation and Passport applications via email, phone, and screen share. Customer Support Specialists collaborate with other members of the First Response team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers. 

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 two-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: $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 IPCPs 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.

The Customer Support Specialist’s main responsibilities are to triage, respond and resolve customer cases.  Customer Support Specialists are responsible for troubleshooting and answering how-to questions about the Elation and Passport applications via email, phone, and screen share. Customer Support Specialists collaborate with other members of the First Response team, as well as other customer facing teams. Customer Support Specialists are building expertise on the Elation and Passport applications, attentive to detail, can manage multiple tasks at a time, have strong collaboration skills and are highly empathetic when working with our customers. 

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 two-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: $47,500 - $51,000 CAD + 10% CAD for overnight shift

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 IPCPs 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.

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin, Portland and a remote workforce. Customer Support Associates are on the front lines working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.

Your first two weeks at Squarespace will include mandatory virtual training from July 29 to August 9 taking place in Central Time. To apply, you must currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, or Utah.

You'll Get To…

• Respond to customer-submitted live chats and email in a timely manner
• Queue-based, typing work will account for approximately 90% of the role
• Live Chat is our primary channel of support in this role
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
• Expertise with written communication and the ability to spot spelling and grammar errors
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals
• Capability of prioritizing competing requests
• Familiarity with the Squarespace platform
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused
• Currently live within: Arizona, Iowa, Kansas, Missouri, New Mexico, Tennessee, Utah

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Supplemental Insurance plans
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• $100 per month remote Stipend
• Access to supplemental insurance plans for additional coverage
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)

Cash Compensation Range: $17.55 USD per hour

The hourly rate for this position will vary based on job-related criteria including relevant skills, qualifications, experience, and location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), all Squarespace employees are eligible to receive equity in the company as part of their total compensation.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity, creating and managing social media presence with Bio Sites and Unfold, and hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Remote #LI-BW1

Grammarly is excited to offer a remote-first hybrid working model. Grammarly team members in this role must be based in Poland, and, depending on business needs, they must meet in person for collaboration weeks, traveling if necessary to the hub(s) where their team is based.

This flexible approach gives team members the best of both worlds: plenty of focus time along with in-person collaboration that fosters trust and unlocks creativity.

About Grammarly

Grammarly is the world’s leading AI writing assistance company trusted by over 30 million people and 70,000 teams. From instantly creating a first draft to perfecting every message, Grammarly helps people at 96% of the Fortune 500 and teams at companies like Atlassian, Databricks, and Zoom get their point across—and get results—with best-in-class security practices that keep data private and protected. Founded in 2009, Grammarly is No. 7 on the Forbes Cloud 100, one of TIME’s 100 Most Influential Companies, one of Fast Company’s Most Innovative Companies in AI, and one of Inc.’s Best Workplaces.

The opportunity

To achieve our ambitious goals, we’re looking for a Technical Support Specialist to provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This person will assist with product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and offboarding. They will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working cross-functionally with teams across Grammarly.

As a Technical Support Specialist, you will be the first point of contact for Grammarly customers. Knowing our product offerings inside and out, you will become a product expert. You will take ownership of finding improved ways to deliver exceptional customer service and refine customer support solutions. 

In this role, you will: 

• Respond to various technical and non-technical customer inquiries via Zendesk, assisting users with product-related issues and troubleshooting as required.
• Identify, prioritize, and escalate user-reported issues, working closely with Engineering and Product teams. 
• Work closely with your quality assurance lead to meet ticket volume and quality requirements.
• Improve the team’s productivity and ticket-processing efficiency by suggesting workflow improvements, identifying gaps, and creating content.
• Create individual OKRs and contribute toward team-wide OKRs to help us meet our ambitious goals. 

Curious about what you’ll focus on first?

• Within the first 30 days, you will get familiar with Grammarly’s product offerings, support tools, workflows, and all user interaction types. 
• By month three, you will autonomously troubleshoot a variety of low- and medium-complexity cases. 
• By month six, you will contribute to the team’s OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
• By the end of year one, you will improve customer service procedures, policies, and standards to boost team efficiency.

Qualifications

• Has excellent written and spoken English.
• Has familiarity with both Microsoft Windows and macOS operating systems and can identify problems and replicate software glitches.
• Has technical customer service experience and is familiar with ticketing tools or other written customer interactions.
• Demonstrates strong reading comprehension and attention to detail.
• Genuinely likes to help others and demonstrates an understanding of what good customer support entails.
• Fosters excellent communication skills with strong critical thinking and problem-solving skills.
• Advantage but not required: Knowledge of console commands, terminal usage, SQL, and deployment/provisioning methods.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.

Support for you, professionally and personally

• Professional growth:We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We support professional development and advancement with training, coaching, and regular feedback.
• A connected team: Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities, such as BIPOC and LGBTQIA+ team members, women, and parents. We also celebrate our colleagues and accomplishments with global, local, and team-specific programs. 
• Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law. 

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidates here. 

#LI-OO1

To achieve our ambitious goals,we’re looking for a Customer Support Specialist to join ourCustomer Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This role includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. The Customer Support Specialistwill be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working with the rest of the Grammarly teams.

As a Customer Support Specialist, you will provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. This role includes assistance in product-related issues, including planning, installation, training, troubleshooting, maintenance, upgrading, and off-boarding. In this role, you will be responsible for maintaining positive customer relations and satisfaction by providing service via email (help desk) and working with the rest of the Grammarly teams. Your success will have a direct impact on improving Grammarly’s product offerings and refining Customer Support solutions. 

• Within the first 30 days, you will get familiar with the product, support tools, workflows, and all user interaction types. 
• By month three, you will autonomously troubleshoot a variety of low- and medium-complexity cases. 
• By month six, you will contribute to the team's OKRs by demonstrating high standards in speed and quality of solving all user interaction types.
• By the end of year one, you will help boost team efficiency by improving customer service procedures, policies, and standards.

Qualifications

• Wakes up in the morning wanting to provide exceptional service experience. 
• Has excellent written and spoken English. 
• Is a good communicator with strong critical thinking and problem-solving skills.
• Has strong reading comprehension and attention to detail.
• Has customer service experience and familiarity with ticketing systems or other written customer interactions.
• Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust.
• Is able to meet in person for their team’s scheduled collaboration weeks, traveling if necessary to the hub where their team is based.

Support for you, professionally and personally

• Professional growth:We believe that autonomy and trust are key to empowering our team members to do their best, most innovative work in a way that aligns with their interests, talents, and well-being. We also support professional development and advancement with training, coaching, and regular feedback.
• A connected team:Grammarly builds a product that helps people connect, and we apply this mindset to our own team. Our remote-first hybrid model enables a highly collaborative culture supported by our EAGER (ethical, adaptable, gritty, empathetic, and remarkable) values. We work to foster belonging among team members in a variety of ways. This includes our employee resource groups, Grammarly Circles, which promote connection among those with shared identities including BIPOC andLGBTQIA+team members, women, and parents.We also celebrate our colleagues and accomplishments with global, local, and team-specific programs.
• Increased fee: Grammarly generally offers a 50% increased fee to support agents available to render services for at least 3 hours, falling between 8 pm and 8 am CET, and a 100% increased fee to support agents available to render services between 8 pm and 5 am CET.

We encourage you to apply

At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. Grammarly is an equal opportunity company. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, criminal prosecution, judgment in a criminal case, or any other characteristic protected by law. 

For more details about the personal data Grammarly collects during the recruitment process, for what purposes, and how you can address your rights, please see the Grammarly Data Privacy Notice for Candidateshere. 

#LI-OO1

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 Engineering Manager will significantly contribute to the success of LivePerson’s Global Customer Care. This leader will ensure that SLAs are achieved and prepare the regional team to deliver an outstanding customer experience. Essential collaboration in this role will be with the different Customer Care, Engineering, and Success teams and external stakeholders.

You will report to the Regional Support Director

You will:

• Effectively manage the daily operations of a Support Engineering team, ensuring the successful resolution or escalation of issues from customers and internal teams.
• Provide hands-on technical assistance to the team and ensure best practices and correct troubleshooting methodologies are followed.
• Develop customer-centric communication processes, emphasizing empathy and providing the best possible outcomes, even when immediate solutions are unavailable.
• Execute continuous improvement of existing software applications and architecture, consistently ensuring quality deliverables.
• In collaboration with our global managers, develop long-term customer care strategies and processes to scale the organization efficiently and budget-consciously.
• Establish and maintain quality metrics and standards for the Support Engineering team, identifying challenges and opportunities for improvement.
• 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 cross-functionally with senior leaders to implement operational improvements and ensure our customer experience remains highly regarded.
• Advocate for customers within LivePerson, representing their needs, feedback, and requests in various forums.
• Foster high employee satisfaction within the team.
• Drive and work frequently with cross-functional teams on global projects.
• Build and maintain close relationships with Engineering, Sales, and Success teams, ensuring SMEs are fully versed on the relevant products, services, and account health.
• Analyze customer data and metrics 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.

Skills and Abilities 

• A highly motivated individual with a positive and proactive attitude.
• Must be highly customer-oriented, promoting empathy throughout, and dedicated to teamwork and collaboration.
• Critical thinking and growth mindset.
• Strong leadership skills with the ability to prioritize and execute to drive success.
• Ability to successfully navigate ambiguity and adapt to new and dynamic environments.
• Ability to act rapidly and logically under pressure and effectively engage with others to overcome challenges.
• Strong leadership and people management skills, including experience in developing and coaching team members.
• Versatility, flexibility, and a willingness to work with enthusiasm in a constantly changing environment.
• Ability to interact and partner with all levels of management internally and with customer organizations your team supports.
• Operate under pressure and be available to step in and manage a crisis internally and with customers as needed.
• Flexibility to work beyond regular hours as required from time to time.
• Ability to work during the US Eastern Time Zone.

You have:

• B.A. or B.Sc. in a related field, preferably Computer Science or Engineering, or an equivalent combination of education and experience.
• Minimum of 8 years of customer-facing experience communicating via different channels to various seniority levels, including C-suite executives.
• At least 5 years of experience as an L3 (Senior) Support Engineer at a SaaS, CCaaS company, or related industry/field.
• Strong understanding of object-oriented languages, server-side scripting, and databases.
• Experience with network and web protocols (WS, TLS, HTTP, CSS).
• Proficiency in scoping and analyzing trends using monitoring tools (Grafana, Graphite, etc.) and logging systems (Kibana, Splunk, logz.io, etc.).
• 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.