The social customer experience company

About Us

About Us

At LiveWorld, we help large companies improve their customer experience using social media. Our team of strategists, marketers, analysts, data scientists, engineers, moderators and business professionals work together to transform how brands connect with their customers in social media. LiveWorld services and software help large companies use social media to engage their customers on a 1-to-1 basis – at the scale and volume global brands experience.

Our mantra:

  • Great businesses are driven by dialogue and relationships with their customers.
  • Companies can use social media to create natural continuations of the experiences people have in the real world with their brand’s marketing or customer service.
  • We create technology that allows brands to have personalized interactions at scale through social media.
  • When done right, brands can increase customer loyalty and improve customer satisfaction through content and conversations.
  • Humans beat algorithms in social media. Nothing can match a person’s intellect and compassion when evaluating and participating in conversations.

Meet the Team

Peter Friedman

Founder, Chairman & CEO

Jenna Woodul

Executive Vice President & Chief Community Officer

David Houston

Chief Financial Officer

Frank Chevallier

Vice President Product Management

Jason Liebowitz

Vice President Sales

Jason Kapler

Vice President Marketing

Martin Bishop

Vice President Client Services

Meet our Board of Directors

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 Engineer Location: West Coast or 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:

As a Software Engineer at LiveWorld, you will join a distributed agile development team to help build the next-generation of our company’s flagship social customer experience application. We are committed to using the best available engineering practices and technologies and to fostering a friendly and sustainable development environment.

The right candidate has solid CS skills and is passionate about finding innovative ways to solve interesting problems. Specifically, as part of the team you will:

  • Work with the Product Owners to define and scope features for the LiveWorld’s Social Content Management System.
  • Work with the LiveWorld teams and the Engineering VP to specify, design, and implement new functionality.
  • Integrate third party applications and systems with the Content Review System.
  • Integrate with third party and in house data warehouses.

Required skills and traits:

  • 5+ years of experience designing and developing web applications including 2+ years developing commercial full-stack RoR applications
  • Strong software development skills using Ruby/Rails and JavaScript/Angularjs.
  • Strong practice of TDD/BDD using RSpec, Jasmine, and Cucumber
  • Solid understanding of foundational and leading edge data warehouse and data driven technologies working with Postgres Elasticsearch, MongoDB, Hadoop, d3.js etc.
  • Solid skills with git; a GitHub profile with open-source contributions is a major plus
  • Experience creating and consuming RESTful APIs
  • Experience interacting with leading social media platforms/APIs such as Facebook, Twitter, YouTube, Instagram, Google+, Pinterest, etc.
  • Experience and comfortable working in a distributed agile environment.
  • Excellent verbal and written communication skills.
  • Strong work ethic and a can-do attitude.

Recommended education and experience:

  • Bachelors or Masters’ degree, preferably in CS or related discipline.

How to Apply:

Director of Product Marketing Location: San Francisco Bay Area or New York City

Who we are:

LiveWorld is a services and software company that enables brands to enhance the customer experience in social media. Our solutions empower the largest brands in the world, allowing them to develop deeper relationships with their customers in the areas of marketing, customer service, and insights. LiveWorld clients foster social media environments that are natural continuations of the experiences customers have with brands—and with each other—in the real world.

LiveWorld uses the power of content and conversation to help companies achieve business goals, measurable through marketing and operational KPIs. Our services include strategy, campaign management, content moderation, customer engagement, customer service, and social analytics and listening. Our software has been designed to empower human beings to be more effective and allow companies to efficiently address the demands of social at global scale. LiveWorld clients include the #1 brands in consumer packaged goods, retail, pharmaceutical, financial, and travel services.

Our vision:

  • The transformative power of online dialogue and relationships enables people and brands to create value together they could not create by themselves.
  • We believe that brands are people and should come across as friends who understand that we all need to express ourselves, connect to each other as friends, and give/get attention.
  • We believe that technology is best used to support humans, making judgments in context and connecting people to people.

Job description:

The Director of Product Marketing will unify the development, launch and marketing of LiveWorld software products.

This is an important and strategic role within the company; our expectations are equally high.

In this role you work with the VP of Products to seek out insights about and feedback from clients, prospects, sales, marketing, and developers to set the strategic vision and work with our software designers to create the technology and our services, sales and marketing groups to bring it to market

You will gather and prioritize customer requirements, work with stakeholders, product owners, and the development teams to define the market opportunity and business plan in support of LiveWorld’s goals.

You will write product marketing plans, including product line strategies, summary statements, key points and lead cross-functional team to develop the core positioning and messaging for our software products

You will oversee and coordinate the marketing launch of the technology products to customers and follow on feedback.

You will work with sales and marketing sales collateral, documentation, and training.

  • Market, trend, and competitive analysis including differentiation and innovation strategies.
  • Customer references/ market needs: Be the internal voice of the customer by developing deep insights about customers, global markets and competitors and communicating with the product and development teams.
  • Develop user and buyer personas.
  • Work closely with the product team on product roadmap and releases
  • Define value propositions: Work with marketing to develop effective messaging to drive impactful sales enablement, including pitch decks, white papers, case studies, sales sheets, videos and more.
  • Messaging: Distill key functionality/benefits into product positioning, messaging and outbound sales and marketing materials.
  • Pricing and packaging
  • Product launch: Define and own go to market strategy and marketing plans around product releases and launches.
  • Demand Generation: Support outbound marketing & sales departments in the development lead generation programs, customer demo presentations, marketing content and sales collateral and training material.

Required skills and traits:

  • 10 to 15 years product marketing experience.
  • 5 years+ SaaS software, Internet, digital, and/or social media product marketing experience required.
  • Proven track record of successfully bringing software products to market.
  • Project management, market analysis, product line financial analysis, overall business view.
  • Ability to work in a fast moving, unstructured, and virtual environment.  LiveWorld operates mostly on a virtual basis, with people mostly working from home and only going into the office for in person meetings.
  • Writing, presentation, demo creation, and demo delivery skills.
  • Associated business skills with Excel, Word and PowerPoint.
  • Ability to work in a fast moving, unstructured, and virtual environment. LiveWorld operates mostly on a virtual basis, with people mostly working from home and only going into the office for in person meetings.
  • Passion for social media.
  • Outstanding leadership and communication skills.

Recommended education and/or experience:

  • Bachelors’ degree and MBA or equivalent experience

How to Apply:

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

Software Sales Manager Location: West Coast or 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 – Moderator Part-time, Hourly

A LiveWorld customer service agent – moderator is a virtual, part-time, work-from-home position. Our hourly agents and moderators 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:

  • Bahasa
  • Bulgarian
  • Chinese (traditional and simplified)
  • Croatian
  • Czech
  • Danish
  • Finnish
  • Flemish (Dutch)
  • Greek
  • Hebrew
  • Italian
  • Japanese
  • Kazakh
  • Norwegian
  • Portuguese
  • Romanian
  • Spanish
  • Swedish
  • Thai
  • Ukrainian
  • Vietnamese

 

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
  • 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
  • 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

Pharma Social Solutions, Sales Director Location: East Coast (preferred), Midwest or West Coast

Who we are:

LiveWorld empowers the largest companies in the world to deliver social customer experiences that deepen relationships. For over 19 years, LiveWorld has delivered social customer experience solutions through a combination of services and software, enabling brands to manage social media and online communities at scale. Our social media solutions include strategy, adverse events management, moderation, engagement, customer service, insight, and media. 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.

What we believe:

  • Great businesses are driven by dialogue and relationships
  • Pharmaceutical companies can succeed in social media, despite regulatory requirements
  • Brands can increase loyalty and improve satisfaction through content and conversations

Job description:

The Pharma Social Solutions Sales Director will be a key revenue contributor, developing new territory and business, and instrumental in selling LiveWorld solutions to a specific vertical of marketers in which regulatory compliance is a factor in all marketing and communications strategies. This job requires a strong skills in sales prospecting, pipeline management, closing, and a keen understanding of how the target market works and thinks. The position is home based and reports to the VP of Sales, based out of NY.

Job requirements:

  • Sales experience in the Pharma space; marketing solutions are a plus
  • 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
  • 5-7 years Pharma sales experience; Social Media, SAAS for marketers experience a plus
  • Prior experience in working 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
  • 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

Director of Marketing Location: Prefer New York City, San Francisco-San Jose Bay Area, or Austin

Job Description:

LiveWorld, is looking for an experienced, passionate Director of Marketing to support our rapid growth. This position leads our outward facing marketing efforts, including developing strategies, managing programs, and participating hands-on to build awareness of our brand and solutions. The Director of Marketing develops and implements marketing programs s to generate awareness, establish our brand positioning, educate prospects, and generate leads, for our software and services products. marketing industry venues

Who we are:

LiveWorld is a services and software company that enables brands to enhance the customer experience in social media. Our solutions empower the largest brands in the world, allowing them to develop deeper relationships with their customers in the areas of marketing, customer service, and insights. LiveWorld clients foster social media environments that are natural continuations of the experiences customers have with brands—and with each other—in the real world. Our social media software and services solutions are currently in use by the number one brands in each of retail, CPG, pharmaceuticals, and travel/financial services. Today we support over 4,500 social properties, in up to 70 country-language combinations, are the most experienced social media company, and have a track record of profitability.

Our vision:

  • The transformative power of online dialogue and relationships enables people and brands to create value together they could not create by themselves.
  • We believe that brands are people and should come across as friends who understand that we all need to express ourselves, connect to each other as friends, and give/get attention.
  • We believe that technology is best used to support humans, making judgments in context and connecting people to people.

 

We seek a leader to help us roll out new products and take us to the next level.

 

Who you are:

  • You love developing a marketing strategy and implementing it with your own hands, affecting the perceptions and actions of the target market.
  • You are a mix of fluid creative and disciplined business thinking.
  • You love to talk, listen, and engage on industry topics, your company’s leadership, and customer successes.
  • You like to Tweet, post, and dialogue online.
  • You’ve been in marketing for several years and have taken to social media with a passion. You understand it’s more than an advertising channel or technology; it’s about creating relationships through dialogue, that can transform brands. In this regard, it is the oldest and the newest form of marketing.
  • You might already run marketing for a startup or lead an agency account group; or maybe you’re on those teams and ready to be a leader.
  • You’re excited about working with a team that is the most experienced in social media (31 years, including 19 as LiveWorld ad 12 prior at Apple where our founders and lead execs ran Apple’s worldwide online communities) and yet is on the leading edge of using social for true engagement, the next generation of customer service, true business impact, and the blend of human quality and technology scale.
  • You want to work in a company that is highly ethical
  • You want to work in an environment that — while high pressure, with some degree of change, chaos, and constant work — is equally characterized by people who care about what they do and each other.

Skills:

  • Marketing strategy, program management, and hands-on implementation
  • Excellent strategic thinking; analytical and creative skills
  • Outstanding communication, presentation, writing and listening skills (Copywriting and graphics skills a plus.)
  • Twitter, blogging, Instagram, and Facebook skills
  • Can oversee creation of copy and graphics for presentation and marketing materials
  • Ability to initiate direction of and provide ongoing guidance for a remote team of internal and external stakeholders
  • Ability to work in a remote, virtual environment and thrive under pressure
  • Passion for social media marketing, services, software tools, concepts, and emerging platforms

Education & work experience:

  • 3-5 years digital or social media (PREFERRED) marketing experience
  • 8-10 years marketing experience: client or agency side
  • Bachelor’s degree plus MBA or equivalent marketing experience required

How to apply:

Manager, Client Services

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 20 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

Manager, Client Services

Reporting to a Director or Vice President of Client Services VP, a Manager, Client Services is responsible for delivering social media implementations for one or multiple accounts that include engagement, moderation, and/or customer support services. The Manager leads a team of hourly employees providing a spectrum of such services, including training for and quality management of their delivery.

Primary responsibilities include, but are not limited to:

  1. Direct client account management
  2. Supervisory responsibilities over remote, non-exempt employees, including:
    • Working directly with clients to develop standards and guidelines
    • Creating regular client reports
    • Preparing and participating in quarterly client reviews
    • Meeting regularly with clients, both remotely and on site
    • Training engagement and support agents/moderators and creating process documents
    • Serving as a mentor for the hourly engagement and moderation staff
    • Performing quality assurance on services delivered by the hourly team.

Required skills and traits

  • Minimum 3-5 years managing social media programs, especially those involving engagement and/or customer support
  • Excellent people skills
  • Ability to embrace change, be a team player, and enjoy developing creative solutions
  • Ability to balance the needs of the client while supporting the staff to successfully achieve the client’s business and social media or customer support goals
  • Excellent communication, presentation, and listening skills
  • Ability to understand and interpret brand objectives from disparate sources, contribute to a social media program strategy, run its implementation, and provide meaningful insight into results
  • Maintain knowledge of social media marketing tools and best practices
  • Demonstrated personal or professional success engaging in a social channel
  • Understanding of quantitative and qualitative performance metrics and insights
  • Customer-service oriented (internal and external)
  • Proven project management experience with ability to manage multiple simultaneous projects, cross-functional stakeholders and remote teams
  • Works well under pressure
  • Passion for social media marketing, tools, concepts and emerging platforms; active social media user
  • Excel, Power Point and Word familiarity 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 3 years experience as a social media practitioner, including customer service and/or moderation team management experience
  • Bachelor’s degree or equivalent experience required
  • Ability to travel required
  • Pharma experience a bonus
  • Call Center (Contact Center) experience a bonus

How to apply:

Lead Generation Specialist, Pharma Solutions Location: West Coast or 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 20 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:

We’re looking for a high-energy, driven professional with sound business acumen with natural sales instincts to join our team. This role is vital for the creation of leads and sales opportunities.

You are an extremely driven sales and growth leader…a sales hunter!

You generate new leads and build relationships, connecting over the phone or at events. You are responsible for supporting the Sales departments throughout the entire sales cycle. This includes a focus on qualification of leads for our Pharma solutions; a combination of agency services, human driven brand protection solutions, and, software.

This position requires the ability to express the “why” and “how” our solutions work, and the ability to work both on and off a prospecting script.

The position is home based, is accountable to the Sales team and reports to the VP of Sales, based out of New York City.

Job requirements:

  • New business development and inside sales experience in marketing based solutions
  • Identify and activate business relationships to drive qualified leads
  • The ability to capture one’s attention and effectivley deliver a message in 2-3 minutes
  • Forge and develop relationships to enable continued and rapid growth of lead generation
  • Review and update sales and growth strategies
  • Identify key target prospects, and map out how to effectivley reach them
  • Aggressive “hunter” mentality and adept in using creative efforts in cold calling process
  • Managing all contacts and leads in Salesforce to accurately and efficiently process all opportunities
  • Achieve monthly & quarterly opportunity generation goals and pipeline attainment goals set by the company
  • Strong attention to detail and multi-tasking skills for working on multiple and simultaneous projects

Recommended education and experience:

  • Education: College degree required
  • 4-7 years experience, Social Media, Agency and Marketing Solutions are a plus
  • 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
  • Demonstrated ability to conduct extensive cold calls and email campaigns and navigate org charts
  • Willingness to work remotely
  • 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

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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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