Launch Manager (Live Chat and Chatbot) Remote Position Job at Winters, TX in Winters, TX
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
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
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)
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
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
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.
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
Able to articulate a customer journey into a chat narrative
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
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!
Company: Winters, TX
Company Location: Winters, TX