The Social Customer Experience Company

About Us

About Us

At LiveWorld, we help companies improve the customer experience by managing conversations in messaging apps and social media to develop deeper relationships with customers. Our team of marketing strategists, conversation specialists, chatbot experts, social data analysts, software developers, online agents, and business professionals collaborate to deliver marketing and customer support programs that seamlessly integrate software and service teams.

LiveWorld specializes at handling the real-time speed and scale requirements that global brands require to engage customers 1-on-1 and deliver personalized interactions with a human touch.

Our mantra:

  • Great businesses are driven by dialogue and relationships with their customers.
  • Companies can create natural continuations of the experiences people have in the real world with a brand in messaging apps and social media.
  • We develop technology that enables brands to support real-time customer interactions in the moments when they want to connect.
  • When done right, brands can increase customer loyalty and improve customer satisfaction through content and conversations.
  • Humans beat algorithms — Nothing can match a person’s intellect and compassion when evaluating and participating in conversations.
  • We design software that integrates the human element to achieve both scale and quality.

Meet the Team

Careers & Culture

At LiveWorld, we’re a collection of technology trailblazers, marketing pioneers, and industry disruptors. We’re known for being passionate about connecting people and brands through social media and not being afraid to share our opinions. We’re looking for driven, world-class professionals who will fit into our work-hard, play-hard company culture. And what we’re not looking for is status quo.

LiveWorld employees enjoy generous benefits including:

  • Attractive health insurance benefits (medical, dental & vision)
  • Generous time-off and vacation
  • Flexible hours
  • 401(k) and stock options
  • Online colleague community
  • Passionate employees who love working in the burgeoning social media field

Sound like the kind of place you would like to work? See below for our open positions.

Careers at LiveWorld

Software Sales Manager Location: East Coast

Who we are:

LiveWorld solutions empower the largest companies in the world to deliver social customer experiences that deepen relationships, enabling companies to maximize the potential of social media and online communities. For over 19 years, LiveWorld has delivered moderation, engagement, customer service, and insight, enabling brands to manage social media and online community programs at scale. LiveWorld clients include the #1 brands in consumer packaged goods, retail, pharmaceutical, financial, and travel services. LiveWorld is headquartered in San Jose, California, with offices in New York City and Austin. Learn more at http://www.liveworld.com.

What we believe:

  • Great businesses are driven by dialogue and relationships
  • Companies can extend real world brand experiences on-page, creating a personal touch scalable through social media
  • When done right, brands can increase loyalty and improve satisfaction through content and conversations

Job description:

The Software Sales Manager will be a key revenue contributor, developing new territory and business, and instrumental in rolling out and developing a pipeline for our software products.   This job requires a strong skills in sales prospecting, pipeline management, and closing. The position is home based and reports to the VP of Sales, based out of NY.

The Software Sales Manager should be expected to build and maintain relationships through calling direct on marketing and customer services professionals throughout an assigned territory.

Due to LiveWorld’s continual strong growth, and a new product, this is a new position.

Job requirements:

  • SAAS sales experience, and preferably with a product that had Professional Services upsell
  • Experience in client direct prospecting and hands-on selling is a MUST
  • The focus and dedication to work autonomously and from the field and travel as needed;
  • New business development skills: Prospecting, cold calling, presenting, needs assessment and the ability to close business.
  • Strong attention to detail and multi-tasking as working on multiple and simultaneous projects is standard;
  • Success in past of building deep client relationships throughout a company

Recommended education and experience:

  • Education: College degree preferred
  • 3-5 years Saas sales experience, Social Media and CRM experience a plus
  • Previous experience selling marketing software
  • Willingness to work remotely
  • Strong presentation skills
  • Highly organized and strong time management skills
  • Excellent communication skills, both verbal and written with the ability to effectively communicate at all levels of an organization, up to and including the “C” level
  • Knowledge of how software is designed, developed and delivered
  • Demonstrated ability to conduct extensive cold calls and email campaigns and navigate org charts
  • Must have a “whatever it takes” to get the job done attitude

How to Apply:

Email your cover letter and resume to: careers@liveworld.com

Bilingual Customer Service Agent Part-time, Hourly

A LiveWorld customer service agent is a virtual, part-time, work-from-home position. Our hourly agents perform tasks including social customer service, engagement for marketing purposes, and protecting a brand’s image by supporting a good experience for a brand’s customers in their online venues.

LiveWorld provides services in dozens of languages and defines fluency as complete competency in reading, writing, and speaking at a native or near-native level. Language needs are dependent upon client needs. Language fluency testing and writing samples are a requirement for all our hourly positions. All applicants must be fluent in English.

We are currently recruiting individuals with fluency in the following languages:

  • Arabic
  • Chinese (traditional and simplified)
  • Danish
  • French
  • Italian
  • Japanese
  • Spanish
  • Swedish
  • Thai

Primary responsibilities may include, but are not limited to:

  1. Responsibilities include reviewing, taking action on (rejecting or approving), tracking, and/or escalating social media users’ posts according to brand guidelines
  2. Responding to user content in a social context and initiating or conversation
  3. Responding to customers’ questions (with pre-determined or authored responses)
  4. Identifying and escalating trends, topics, sentiment, and emerging issues
  5. Translation of user content

Required skills and traits

  • Excellent writing and communication skills, including grammar, punctuation, spelling, and ability to compose well spoken messages in a real-time, multi-tasking environment (Please note: This is not a telephone position; writing skills are critical.)
  • Language fluency testing and writing samples are a requirement for all hourly positions in any language. All applicants must be fluent in English.
  • Demonstrated ability to empathize with people, make decisions according to guidelines, and communicate company policies in informal courteous conversational style
  • Ability to focus on the task at hand with minimal external distraction, including working in a quiet atmosphere (This is not a role that can be done from a coffee shop or with toddlers underfoot.)
  • Ability to work for a block of serveral hours at a time
  • Punctuality and adherence to attendance policies, which are strictly enforced
  • Ability to regularly or occasionally work evenings, nights, weekends, holidays
  • Dependable, high-speed Internet access
  • Dependable telephone access (landline preferred for training)
  • Experienced computer user with knowledge of chat, email, and instant messaging programs
  • Familiarity with and access to spreadsheet and document software
  • Familiarity with social media sites on a personal or professional level
  • Strong typing skills
  • Previous moderation experiences a plus, but not required
  • Must be 18 or older
  • This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective

Recommended education and experience

  • 1-2 years experience in online moderation or customer service
  • Must be 18 or older
  • College Degree or equivalent experience preferred
  • Demonstrated personal or professional success engaging in a social channel

HOW TO APPLY

Sr Manager/Director Product Management, Social Media & Messaging Software Austin, Texas/Remote

Who we are:

At LiveWorld, we help companies improve the customer experience by managing conversations in messaging apps and social media to develop deeper relationships with customers. LiveWorld specializes at handling the real-time speed and scale requirements that global brands require to engage customers 1-on-1 and deliver personalized interactions with a human touch. LiveWorld clients include the #1 brands in consumer packaged goods, retail, pharmaceutical, financial, and travel services. LiveWorld is headquartered in San Jose, California, with an additional office in New York City. Learn more at http://www.liveworld.com.

What we believe:

  • Great businesses are driven by dialogue and relationships with their customers.
  • Companies can create natural continuations of the experiences people have in the real world with a brand in messaging apps and social media.
  • When done right, brands can increase engagement, drive transactions and improve loyalty through consumer to brand conversations.
  • Humans beat algorithms – Nothing can match a person’s intellect and compassion when evaluating and participating in conversations.

Job description:

As we ramp up the product management organization, we are looking for product management leaders, title may vary based on experience, with strong technical backgrounds, good business sense. Individuals exhibiting strong ownership, initiative and organizational skills, who can own and lead new areas of our platform.  Responsibilities include:

Research market trends, interview stakeholders to document customer problems and gather requirements.

Maintain an extensive understanding of competitive products to uncover opportunities/threats

Drive the roadmap and feature set for the next generation of our enterprise platform as required to accomplish strategic corporate goals.

Work closely with UX, Engineering, and other members of the product team to translate product roadmap into detailed requirements, user stories, story maps and mockups and drive execution

Communicate development status and product releases with clarity and passion to non-technical stakeholders, publish release notes, develop and provide training for sales and support teams.

Bring experience and a detailed eye for driving user experience and UI design to ensure features drive high adoption and promote customer enthusiasm.

Evaluate and work with vendors/partners ensuring optimal technology synergy and product integration levels are achieved.

Work with our services, sales teams and clients to launch and roll out products

Collaborate with Product Marketing and Marketing to develop relevant messaging for product collateral such as product descriptions, presentations, sales tools and technical white papers

Job requirements:

7-10+ years proven experience in Product Management in Enterprise SaaS applications

Ideal candidate has extensive background in taking commercially available products from inception to successful release in one or several of these fields: CRM, Digital Marketing, Customer Support or and Analytics software.

Direct experience of software platforms and markets managing conversational engagement, messaging channel, chatbot design platforms, AI, social media management is a strong plus

Familiarity with Natural Language understanding technologies: semantic search, Deep Learning, NLP, topics or sentiment analysis is a plus

Understanding of APIs and SDK process

Experience working in an agile/scrum development environment

A team player with integrity, initiative and leadership ability.

Recognized ability to manage by influence high-performance engineering teams, some of which are remote. Ability to infuse the team with a sense of purpose and urgency in attainment of product goals

Strong analytical skills with advanced Microsoft Excel skills.  Exceptional attention to detail.

Superior written and oral communication skills including mastery of PPT as a presentation tool.

Recommended education:

BA/BS in Computer Science or related technical field

MBA or equivalent experience preferred

How to Apply:

Email your cover letter and resume to: careers@liveworld.com

Associate Director, Client Services - Healthcare Location: Remote

Partnering with a Director or VP, the Associate Director, Client Services oversees, provides direction to, and participates in a team implementing client social media marketing and customer support strategies focusing on the healthcare market (pharmaceutical and hospital in particular).

Primary responsibilities include, but are not limited to:

  1. Creates program vision and strategy, and oversees project implementation, including
  • Program/Project Management
  • Comprehensive Client Management
  • Presentation to clients
  • Management of process design
  • Operational quality design and management
  1. Will provide C-level client consultative services
  2. Leads a group of Client Services Managers and hourly employees who execute social media activities across brands’ marketing, customer service, corporate communications, PR, and/or digital communications teams
  3. Influences software and services product development, providing aggregate benchmarks, data analysis, and evolving best practice to inform company decision making
  4. Monitors and comments on social trends, and may act as a company spokesperson via blogging or public speaking

Required skills and traits

  • Experienced social media practitioner with at least 5 years social media experience
  • Experience with technology and client facing services delivery,
  • Program or project management experience
  • Ability to provide operational leadership, along with ability to think strategically, creatively problem solve, exercise judgment, and lead change
  • Ability to support and share leadership and build consensus
  • Outstanding communication, presentation, and listening skills, and proficient with Microsoft products
  • In-depth business experience (Fortune 1000 size company and agency side preferred)
  • Capable of both subjective and objective decision-making
  • Ability to understand and interpret brand objectives from disparate sources, implement a social media program with a team, track the ROI of the program, and provide meaningful insight into results
  • Comfort in data-driven decision environments
  • Comprehensive knowledge of social media marketing best practices, including customer engagement and service, paid promotional programs, as well as moderation
  • Solid experience with quantitative and qualitative performance metrics and insights
  • Experience with social as a part of a multichannel digital strategy including paid campaigns and media
  • Experience with leading teams in dynamic strategic client implementations
  • Ability to initiate direction of and provide ongoing guidance for a remote team managing multiple simultaneous projects, with cross-functional stakeholders
  • Ability to thrive under pressure. Passion for social media marketing, tools, concepts and emerging platforms; active social media user
  • Excel, Power Point and Word proficiency required
  • This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective.

Recommended education and experience

  • Minimum 5-7 years experience as a manager within a Fortune 1000 company, at a marketing agency or consulting firm including digital and/or customer support experience, or at a digital/social media company
  • 3 – 5 years plus experience in healthcare
  • Bachelor’s degree required, MBA a plus
  • Ability to travel required

How to Apply:

Email your cover letter and resume to: careers@liveworld.com

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With 32 years of experience (20 as LiveWorld plus the founders’ 12 years each at Apple), LiveWorld is the trusted partner of leading brands worldwide. LiveWorld is headquartered in California, with offices in San Jose, New York City, and Austin.

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Jenna Woodul

Executive Vice President & Chief Community Officer

As a founder and Chief Community Officer of LiveWorld, Jenna heads up the company’s client services, including moderation, social strategy, and content programming.

LiveWorld community models originated from her passion for and first-hand design and management of online social venues, starting 28 years ago with some of the first online communities and social networks, including Apple’s AppleLink and AOL. The LiveWorld social model has since evolved under her direction of teams with experience unequaled in the industry. Now focused strongly on protecting the world’s largest brands while providing them with real actionable insights and true social relationship engagement, the teams also rely on LiveWorld’s proprietary technology to scale human management of user content.

As executive sponsor of company accounts, Jenna works closely with both the customer brands and the LiveWorld service teams.

Jenna holds a bachelor’s degree in Hispanic Studies from Vassar and a master’s degree in Education from the University of New Mexico.

Dorice Piraino

Business Analyst

David Houston

Chief Financial Officer

As Chief Financial Officer, David is responsible for accounting, resource management, financial transactions, and investor relations.

From January of 2001 until September of 2006, he was a private consultant providing financial and merger and acquisition services to clients. From October of 1999 to December 2001, David managed the corporate development activity for the broadband group of Excite@Home, an Internet service provider. From May of 1994 to September 1999, David held various roles within CKS Group, a marketing communications company, where he was a key member of the management team and he focused on developing the management reporting systems, guiding the merger and acquisition activity, leading the international expansion strategy, and managing the world-wide financial planning and analysis.

David holds a Bachelor of Business Administration from the University of California, Riverside and an MBA from the University of Santa Clara.

Martin Bishop

Vice President Client Services

As Vice President Client Services, Martin oversees day-to-day activities of some of LiveWorld’s largest clients’ social media programs on FaceBook, Twitter, Instagram and YouTube. He also works with LiveWorld clients to develop social media strategy so that they can continue to make the most of its opportunities.

Prior to joining LiveWorld, he was director of brand strategy, in the San Francisco office of Landor Associates. He worked on strategic branding programs for a broad range of clients including Charles Schwab, Chevron, Diamond Foods, FedEx, HP, OtterBox, State Street, University of Colorado, Yahoo! and Walmart. He was Landor’s designated specialist in the areas of brand architecture and portfolio strategy.

Martin has more than 20 years of national and international marketing experience with both global industry leaders and start-up companies. He has worked in Germany, the Netherlands, South Africa, Switzerland, and the United Kingdom. He worked at Nestlé for 12 years including the position as the divisional vice president of the coffee business, where he led a successful brand revitalization project for Nescafé.

Martin holds an MBA from the UCLA Anderson Graduate School of Management, and an MA in economics and psychology from the University of St. Andrews in Scotland.

He is a frequent commentator on marketing strategy and has been published or quoted including Fast Company and AdWeek.

Jason Kapler

Vice President Marketing

As Vice President of Marketing, Jason heads up the corporate strategy for LiveWorld’s marketing efforts by managing the team that oversees their marketing programs targeting large global brands. His leadership assists with the shaping of corporate, sales and product strategies, developing compelling marketing programs, and their tactical execution.

Jason comes to LiveWorld with over 10+ years of marketing experience working in B2B and B2C context where he successfully developed multi-channel marketing programs focused on customer acquisition. Skilled at developing strategic marketing plans and managing teams focused on tactical execution, his versatile, passionate, and bold approach produces appreciable business results. Previously, Jason ran the marketing at Networked Insights, a technology company focused on integrating real-time insights and intelligence into brand marketing decisions.

A leading voice in the areas of Analytics, B2B Marketing, Real-Time Insights and Social Media Marketing, Jason is a regular participant on advertising industry panels and has been quoted inAdExchangerBloomberg BusinessWeekeMarketeriMediaLos Angeles Business Journal,MarketingProfsMediapostPRSASocial Media Today, and Social Media Week.

Tina Gazzano

HR Director

Dawn Lacallade

Chief Social Strategist and Pharma Practice Lead

As Chief Social Strategist and Pharma Practice Lead, Dawn taps her years of developing and managing online communities to develop new customer social interaction models, to analyze and draw insight from social activities, and to help LiveWorld clients maximize their social efforts in support of their business objectives.

In previous roles, Dawn has had the opportunity to create strategies for Dell, SolarWinds, ASUS, Intel, IIR, and Webroot. Dawn’s roles ranged from strategy creation to complete business ownership. At SolarWinds, Dawn was responsible for the community strategy, direct integration of community in the SolarWinds products, growth of community product extensions, community engagement and implementation of all community projects. In her time at Dell, Dawn was the manager of IdeaStorm and Dell Community Forums. This leadership role included the technology, the team, integrating strategies across Dell properties and business units, as well as managing idea evaluation and driving business action on innovation. At the time, Dell’s vibrant online community consisted of more than 20 properties with more than 22 million monthly views.

Dawn holds a bachelor’s degree in Engineering Management from Texas A&M University and is a regular speaker at venues including The WOMMA Summit, Social Media and Community 2.0 Conference, Front End of Innovation, The Market Research Event, Online Marketing Institute, Microsoft’s High Tech Global Summit and is a founding member of The Community Round Table.

Brenda Todd

Client Services, Associate Director

Mallika Chakravarti

Director, Product Marketing

Vikki Zilonis

Client Services Manager

Briant Laslo

Client Services Manager

Peter Friedman

Founder, Chairman & CEO

Peter Friedman is a social media visionary and veteran with 30 years experience in the space (18 at LiveWorld, Inc. and 12 at Apple). He’s provided multiple global brands with strategic social media guidance and delivered hundreds of social media programs for them in multiple countries and languages. These include Apple’s industry wide social network, AppleLink; MINI Cooper’s Member’s Lounge; Unilever’s Dove Campaign For Real Beauty; HBO’s original show character-driven web site community; the American Express Member’s Project, and Walmart’s Facebook and Twitter programs.

Peter founded LiveWorld, raised over $100 Million in private rounds and an IPO, grew the company to hundreds of employees, and managed its downsizing, survival, and re-invention through multiple market crashes, recessions, and resurgences.

Prior to LiveWorld, Peter was Vice President & General Manager of Apple’s Internet Services Division, overseeing the creation and management of social media services such as AppleLink, eWorld, AOL, and Salon. During his 12-year tenure at Apple, his responsibilities also included managing Business Systems Marketing and product line management in the Macintosh division. He brings a unique combination of strategic thinking, vision, and hands-on operational skill, as well as a blend of marketing, social media and technology expertise.

He is a fine art photographer and celebrated public speaker. His writing on social media can be found atThe Huffington Post  and across the web.  Peter’s new book, “The CMO’s Social Media Handbook, A Step By Step Guide For Leading Marketing Teams in the Social Media World” has just been released.  He holds a bachelor’s degree in American History from Brown University, and a masters In business administration from The Harvard Business School.  Peter’s life-long mission is to help people create more value together than they can alone, through collaborative relationships. Connect with him@PeterFriedman on Twitter.

Peter holds a bachelor’s degree in American History from Brown University, and a Masters In Business Administration from The Harvard Business School.

Andy Pickler

Senior Software Engineer

Sonia Hill

Client Services, Associate Director

Amie Throndson

Director, Client Services

Valerie Sprague

Client Services, Senior Manager

Mark Williams

Creative Director Social Strategy

As Director of Social Strategy and Content Programming, Mark combines his experience in building online communities and developing innovative engagement marketing campaigns with 20 years in the entertainment industry to help clients create a unique social networking strategy that deepens the brand experience for our customers. Mark’s diverse professional experience in the entertainment industry includes theater, radio, video and film as a technician, actor, choreographer, director, and producer.

Having joined LiveWorld in 1999 as Talk City Entertainment channel producer, and then as Advertising and Revenue specialist, Mark became one of the first LiveWorld Community Managers during the transition of the consumer chat site Talk City from a free to fee-based service. Later, as a Senior Community Manager, Mark was responsible for managing a team of Community Managers working on customer strategic and revenue objectives, as well as directing front-line integration and implementation of a full range of community-based products and services. As Social Strategy and Content Programming Director, he calls on his full range of experience to develop new customer social interaction models, to analyze and draw insight from social activities, and to help LiveWorld clients maximize their social efforts in support of their business objectives.

Mark holds a B.A. degree in History and an M.F.A. in Theater from the University of Washington.

Jason Liebowitz

Vice President Sales

As Vice President of Sales, Jason oversees the growth and development of the company’s revenues and sales team. He is a strong believer in the power of social media and its ability to strengthen brand/consumer relationships.

Jason brings to LiveWorld over 20 years of experience in television, radio, online, audience research and social media sales. He has led teams at Turner Broadcasting’s TBS and TNT, at Comcast as VP, East Coast Sales, and he was a member of the launch team of the G4 cable network. His online history includes being SVP, Entertainment Sales at Phase2Media and at MTV. He was most recently VP, Brand Solutions at Pluck.

Jason has a BA in Politics from Ithaca College.

Frank Chevallier

Vice President Product Management

Frank brings to LiveWorld extensive leadership experience in product management, product marketing, and business development in the cloud-based enterprise software space, all of which he acquired at global corporations and successful Silicon Valley startups.

Most recently, Frank was Senior Director of Product Marketing at Neopost, a large leading global provider of document management, delivery software, and hardware solutions. At Neopost, Frank organized and oversaw all product management, strategy, and marketing launch activities for a $200M+ business unit.

Prior to that, Frank was Vice President of Products for Azerity, a leading vendor of cloud-based CRM, sales automation, and analytics software. He led product and marketing expansion into new verticals, and grew revenue threefold, which led to the company’s acquisition by Modeln (NYSE: MODN).

Previously, Frank was Director of Product Marketing at Attivo Software, where he developed the product management effort and defined one of the first Internet-based peer-to-peer application collaboration platforms.

Frank started his career with Schlumberger, a global consortium of software, semiconductors, and oil exploration companies. He joined the Entrepreneurial Leadership executive program from the HEC School of Management in Paris, and holds a PhD in Computer Sciences from Supelec, and an MS in Electrical Engineering from ENSAM, ParisTech University.

Donna Sullivan

Client Services, Senior Manager

Bruce Dembecki

VP, Business Development

A 20-year veteran in marketing technology development and implementation, Bruce translates our clients’ business objectives into technology architecture and operational implementation. His roles at LiveWorld trace back to 1994, as an eWorld community host (a volunteer effort separate from his role at Apple Australia), then managing the Talk City host team, developing our chat technology, designing our event system, and being VP and General Manager of our Live Events business in the late 1990s.

Bruce now leads our moderation services team to provide clients with the best combination of standard, topical, and editorial moderation to meet their needs on a worldwide basis. Bruce spent several years building distribution companies in the Australian IT industry, including Keyway, Allaw Technologies, and his own company, Axon Technology. In these roles, he developed regional sales and marketing programs for companies such as Quantum, Seagate, Syquest, Activision, Rasterops and Radius.

Bruce studied computer science at Sydney University, Australia.

Stacy Frazier

Client Services Manager

Matthew Morris

Client Services Manager

This could be you

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