Job Opportunities API

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world. Location: Melbourne, Australia Status: Full time - 4 days remote -1 day at the office every week. Position Overview :  As a Technical Escalation Lead (Senior CRC / Supervisor II), you serve as a key operational leader and subject matter expert within the Customer Response team. In this role, you will drive operational excellence, supervise and mentor specialists, and take full ownership of critical technical escalations and service interruptions during high-stress situations. Your core mission is to elevate team performance, optimise workflows, and ensure customer satisfaction remains the top priority. Reporting to the Customer Response Team Manager, this role sits within our Global Services organisation. You Will: Key Responsibilities & Impact Team Leadership & Operational Excellence: Drive the success of the Customer Response Specialist (CRS) team , ensuring operational KPIs are consistently achieved in an empathetic, effective, and efficient manner aligned with L1 standards. Supervise, coach, mentor, and develop a group of specialists , monitoring individual and group performance, identifying training needs, and providing shift assistance as needed. Critical Incident & Incident Management: Take full ownership of critical incidents , service interruptions, and cross-department communications during high-stress situations to safeguard customer satisfaction. Manage complex task prioritizations , shifting focus seamlessly between simple and high-priority, complex technical issues. Process Improvement & Global Collaboration: Continually evaluate and improve customer support processes and operational procedures to maximize team efficiencies and elevate overall service quality. Partner with global service owners, team managers, and peers to maximize team potential and drive measurable business value. You Have: Required Skills & Qualifications Professional Experience & Education 2–4 years of experience in technical software or IT roles, including proven leadership or supervisory experience. Demonstrated ability to work independently, receiving little to no instruction on day-to-day work. Availability to work in a 24x7 environment with participation in an on-call rotation. Technical Expertise Expert-level knowledge of LivePerson Products and Services (Conversational Cloud platform). Foundational knowledge and hands-on experience in troubleshooting SaaS applications . A strong self-learner mindset with the drive to quickly acquire new technical knowledge and master emerging technologies. Attributes & Mindset Displays a calm, composed demeanor in critical situations with proven capability managing complex, fast-changing, and high-stress environments. Strong interpersonal, team-building, and customer care skills with an absolute obsession for customer satisfaction and retention. Our Benefits & Perks:  We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees. 🏥 Health & Wellbeing Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members. Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial