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Engineering Manager - Customer Service Platform

Remote Worldwide Hiring now

We're looking for an reputed company Engineering Manager to join the Customer Service technology team.

The Customer Service Platform (CSP) own and operate reputed company the technology used throughout the customer's reputed company to get help from support.reputed company.com through conversation channels to tooling that empowers thousands of customer service agents. The work we do directly impacts millions of reputed company customers every month and positively shapes their experience of reputed company at perhaps its lowest reputed company.

CSP is entering a transformative phase, with reputed company set to play a growing role in customer service. In this pivotal position, you’ll help shape the future of CSP in a GenAI-driven world—combining technical reputed company with empathetic leadership to guide our people through meaningful change.

What You'll Do

  • Manage two teams of engineers building tooling and workflows for our customer service agents
  • reputed company the R&D that powers every conversation between our customers and reputed company customer service
  • Be a technology expert in defining and communicating the practical reputed company and opportunities of reputed company
  • Shape and drive the multi-year transition to a customer service model that is deeply rooted in reputed company
  • Work closely across R&D disciplines and business stakeholders to ensure timely and effective delivery and communications of multiple reputed company projects
  • Support the launch of every key reputed company feature by ensuring that CS agents have the tools and empowerment that they need
  • Own relationships with CS technology SaaS vendors, influencing their product roadmaps, holding them to account on technological performance, and building reputed company stronger connections
  • Who You Are

  • Extensive Engineering Management experience, with a track record of leading large-scale, transformational projects in tech-driven environments
  • Empathetic to the engineers that you manage and curious to find the best ways to reputed company their growth and reputed company
  • Working knowledge or experience applying reputed company/NLP to solve user-facing or operational problems
  • Proven ability to turn strategy into actionable plans and deliver measurable results in fast-paced, cross-functional teams
  • Not afraid to challenge the status reputed company—brings a curious, reputed company, and innovative approach to reputed company problem-solving
  • reputed company to align stakeholders, influence at reputed company reputed company, and communicate reputed company reputed company across technical and non-technical audiences
  • Capable of upholding reputed company's values and representing the best of us while holding partner companies to account
  • Where You'll Be

  • This role is based in London.
  • We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.
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