Overview

Launch Manager (Live Chat and Chatbot) Remote Position Job at Winters, TX in Winters, TX

Job Description

Launch Manager (Live Chat and Chatbot)



Team Function: Technical Services

Reports to: Senior Launch Manager

Basic Salary Range: £26-£30k per annum + 33 days annual leave (including bank holidays) or $34-39k USD per annum + accrued PTO

Hours of Work: This is a full-time role.

UK schedule: working from 9am-5:30pm Monday to Friday across 37.5 hours.

US schedule: working from 1pm-9.30pm GMT Monday to Friday across 37.5 hours.

Contract Type: Permanent

Location: Remote (UK or US)

About the role

ROLE PURPOSE:
To launch and support technical services across the business, specifically; chatbots, live chat services and bespoke project support. To add value to our service development through research and development, process improvement and technical implementation. To use and share your knowledge to enhance our service proposition and growth agenda.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

SERVICE DELIVERY

You are the go-to for all areas of chat that you implement. You will be answering questions and adjusting the service as queries and updates arise

Building and developing chatbots and conversation flows using your exemplary language skills and savvy understanding of the client. Specifically:

Writing and developing chatbot conversation design solutions for client requirements.

Preparing Chatbot storyboards, user/process flows to effectively communicate interaction and design ideas to clients

Optimising bots and conversation flows according to feedback from Stakeholders and Workstreams (clients, account management, team members, end users)

Supporting and maintaining implementations (systems and processes) and collaborating with our development teams to set up system integrations

Onboarding new clients in collaboration with Account Management to go live

Having a deep understanding of client requirements and implementing the best solutions. Specifically:

Leading research and exploratory conversations with our clients to generate high calibre conversation flows, support documents and training materials

Liaison with clients and internal team members to successfully implement the service delivery

Implementing chat service process and systems to our internal teams and developing training materials for them

Understanding how our clients position their brand and adjust our services to match their audience

Client research and knowledge base generation

Implementing chat services to our clients websites

Attending client meetings with Account Management

Contributing to overall Technical Services strategy development working closely with the Senior Launch Manager

Generating industry-leading databases of information (Knowledge Base) to assist our teams in providing a first class service.

QUALITY & COMPLIANCE

Applying domain expertise to client challenges for the best quality solution and continuous improvement/innovation. Using your keen eye for detail to identify, discuss and provide solutions and improvements to our services

Escalating all quality issues immediately to the Senior Launch Manager

Setting design guidelines, best practices and standards of Chatbot-featured deliverables

Ensuring services implemented are performing to the best of our ability

Effective implementation of our data protection and retention policies. Collaboration with our Data Protection Officer on regular audits and escalating data breaches

Implementing all company policies

Collaborating with Account Management to create bespoke client reports (as per SLA) to demonstrate our value (ROI)

BUSINESS GROWTH

Engaging in the business strategy and applying it to day to day tasks

Implementing services in line with our brand values and identity

Get to grips with how our clients compete in the marketplace to add value to our services

Collaboration with Account Managers in the optimisation of chatbots and chat services

Case study development in collaboration with Account Management to support sales and marketing activity

Supporting the sales team with pre-sales activities to win the deal (as appropriate)

Offering new ideas to create incremental value for clients and drive additional revenue opportunities and account growth

TECHNOLOGY& INNOVATION

Learn and understand CRM systems and Ecommerce Platforms, and understand how they can affect a website’s functionality

Work closely with the Senior Launch Manager in driving research and development into new systems and processes.

Get excited about all the cool stuff that AI and chat allows us to do. Keep up to speed with industry trends and growing markets to identify opportunities to grow our service offering

Collaborate with the Senior Launch Manager and our development team to contribute to and test awesome new ideas to technology and process

Share your expertise with colleagues and keep the buzz of innovation alive

Knowledge sharing with the wider team

Undertake research and development projects to enhance service offering

PEOPLE & CULTURE

Participating fully in team meetings and contributing to agendas and strategy

Carrying out your activities in line with our policies and procedures, Culture Code and values at all times

Engagement and participation in our One Team HR Strategy

Staying up to date with all company news and information

About you

Knowledge and experience:
Broad technical understanding; ability to use mainstream software packages (MS office, Google suite, etc) and comfortable with learning new and bespoke systems

A Chat Bot thought leader with experience developing chatbots/chatbot conversations and/or web chat services.

Understanding of Internet technologies (HTML, CSS, Javascript, etc)

Writing and/or storytelling skills

Experience or understanding of Artificial Intelligence, Natural Language Processing, conversational AI, etc.

Java Script/Node JS/Python Skills, API development and management, experience with REST API and Web services. [Desirable]

Experienced of UX-led approach to digital products

Skills:
Able to articulate a customer journey into a chat narrative

Research

Excellent verbal communication and telephone manner

Excellent written communication skills and grammatical accuracy

Excellent organisational and planning skills. Ability to prioritise, multi-task and manage your own time effectively – working to tight deadlines and staying calm under pressure

Good presentation skills

A true problem solver for a win-win solution- staying calm under pressure

Cross-functional collaboration

Attitude:
A motivated home worker

Passionate about our brand and a role model for our behavioural values

Comfortable with change, and always looking at how things could be better

Willing to offer candid and honest feedback up and down the management chain, from Director to chat agent

Transparent and collaborative in their approach

A flexible attitude to duties

Confident, friendly and service orientated

Professional, positive and full of joy

Keen to develop professionally and to learn new things

Meticulous attention to detail

Able to act with honesty, integrity and enthusiasm

Team-work makes the dream work!

About Company

Company: Winters, TX

Company Location:  Winters, TX

About Winters, TX