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L

Head of LiveChat

livechatinc · 30+ days ago

Hybrid

Negotiable

Full-time

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At Text, we create customer service software for business and customer communication. We offer real-time chat with AI assistance, a ticketing system, and automation services, including chatbots. We specialize in building apps that deliver a premium user experience and bring up the effectiveness of their users.

LiveChat is a core product from the Text family, currently at a pivotal moment in its evolution. After years of fine-tuning operational effectiveness, we are ready to kickstart radical changes, resulting in an even more competitive product.

In this role, you will have the opportunity to make a lasting impact on thousands of businesses and millions of users worldwide. All we need is for you to be open, forward-thinking, and ready to innovate with us!

Role & Responsibilities:

Develop and implement a vision and tactical plan for transitioning LiveChat to an assisted customer service model, with a focus on forward-looking tactics and automation;
Collaborate closely with the Chief Product Officer (CPO), Chief Growth Officer (CGO), and Chief Design Officer (CDO) to align the product with the long-term vision and strategy of the business;
Work alongside the Head of Marketing to refine our Ideal Customer Profile (ICP) and develop a niche strategy for product growth within this segment;
Partner with the Head of Engineering to ensure the product vision is achievable and that all teams are aligned in their efforts;
Manage a team of Product Managers by setting clear goals, validating priorities, and providing guidance on strategy and vision.

Our ideal candidate has:

Proven experience as a Product Leader, with a successful track record in a Head of Product role;
A deep understanding of the SaaS business model and related concepts and metrics such as churn, retention, ARPU, and MRR.
A strong interest in automating customer service processes;
The ability to thrive in a fast-paced organization (we speak start-up with scalable solutions) and excel in that environment;
Excellent management skills, with the ability to balance business needs and long-term strategy while supporting the product and the team behind it;
Experience in managing conflicting interests, leading change management, scaling products, and finding competitive positioning;
The ability to inspire and guide both seasoned and junior Product Managers, fostering an environment of growth and collaboration.

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Last updated on Aug 16, 2024

About the company

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livechatinc

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