About Us

At LiveWorld, our social media agents provide social customer service, engagement for marketing purposes, adverse events management, and/or protection of brand image.  A LiveWorld agent provides a great experience for a brand’s customers in their online venues. This position is an hourly, part-time, work-at-home position.  Flexibility is needed to occasionally work evenings, nights, weekends, and/or holidays.

Primary responsibilities for the various agent positions may include, but are not limited to:

• Review and take appropriate action on social media posts according to brand guidelines, to include rejecting or approving content, tracking, and escalating.
• Triage and respond to customers’ questions selecting and personalizing previously prepared responses or in a social context.
• Actively engaging with online users, stimulating, guiding, and participating in conversations.  Authoring responses on the fly.
• Research customer service answers, in some cases client CRM systems.
• Identify and escalate trends, topics, sentiment, and emerging issues

Required skills and traits

• Ability to connect with people, and communicate in courteous, conversational style, while making decisions according to guidelines
• Ability to compose well-written messages, with use of good grammar and appropriate punctuation.
• Strong keyboard skills
• Ability to navigate between multiple systems or applications simultaneously
• Demonstrated personal or professional success engaging in a social channel

Recommended education and experience

• Minimum 18 years of age required
• 2-3 years’ experience in online moderation and engagement and/or online customer service desirable
• Some experience in a call center environment helpful.
• Work-at-home experience helpful.
• Social media moderation and engagement experience preferred but not required
• Healthcare background desirable but not required
• Experience with social media tools such as those from LiveWorld, Salesforce, Sprinklr, Khoros, or similar tools desirable
• College Degree or equivalent experience preferred

Environment and Technical Requirements

• Dependable, high-speed Internet access
• Dependable telephone access (landline preferred for training)
• Ability to work in a quiet and secure home office atmosphere
• Work must be performed on a desktop or laptop computer. Use of a tablet or mobile phone is not feasible for this position.

Language Fluency Requirements

• All applicants must be fluent in English.
• Some positions involve fluency in reading and writing in other languages
• Language fluency testing and writing samples are a requirement for all hourly positions. English for all positions and specific languages for some positions
• LiveWorld defines fluency as complete competency in reading, writing, and speaking at a native or near-native level.

We are currently recruiting US Residents with fluency in the following languages:

• English
• Danish
• Dutch
• Flemish
• French
• German
• Italian
• Norwegian
• Portuguese
• Spanish
• Swedish

Join our LiveWorld team and enjoy

• Work at home
• Flexible scheduling
• Dynamic environment in fast paced social industry
• Opportunity to learn new skills and further develop existing skills
• Opportunity to learn within healthcare and non-healthcare industries

HOW TO APPLY

• For US residents, apply at:  http://www.liveworld.com/HR/US/
• For non-US residents, apply at: http://www.liveworld.com/HR/NONUS/

*LiveWorld is not currently recruiting non-US applicants.

Who we are:

LiveWorld is a digital and social marketing agency empowering companies to scale online dialogue in web, social media, and messaging apps allowing stronger connections and deeper relationships.

LiveWorld clients include the #1 brands in healthcare, pharmaceutical, consumer packaged goods, retail, financial, and travel services. LiveWorld is headquartered in Campbell, California, with an additional office in New York City. Learn more at http://www.liveworld.com.

Job description:

As a Software Engineer at LiveWorld, you will join a distributed, agile development team to build the next generation of our company’s software products. We are committed to using the best available engineering practices and technologies and to fostering a friendly and sustainable remote development environment.

This position will require strong hands-on development experience and will participate in all phases of the software development lifecycle. You will work closely with Product team to understand requirements and business specifications. You will write top notch code to create bots and mobile friendly apps. You will develop LiveWorld’s flagship conversation management application and integrate with social network APIs like Facebook, Twitter, and Instagram. Attend sprint meetings with team members to define and analyze development requirements and provide work breakdown and estimates of work.

Required skills and traits:

• 5-9 years of experience designing and developing full stack web applications preferably with Ruby on Rails.
• Experience with front end Javascript frameworks like AngularJS and React.
• Experience implementing and consuming RESTful APIs. Major plus if familiar integrating with social network APIs like Facebook, Twitter, Instagram, YouTube, and LinkedIn APIs.
• Solid skills with git. A GitHub profile with open-source contributions is a major plus.
• Strong practice of TDD/BDD using RSpec, Jasmine, and Cucumber.
• Familiarity with SQL (PostgreSQL or such), Elasticsearch, Python, AWS debugging errors through logs is a plus.
• Can work effectively with a remote team of engineers as well as independently.
• Good analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong work ethic and can-do attitude.

Recommended education and experience:

• Bachelors or Masters degree, preferably in CS or related discipline
• Minimum 5 years experience

How to apply:

Email your cover letter and resume to:  careers@liveworld.com and write “Mid-level Software Engineer” in subject line.

Who we are:

LiveWorld is a digital and social marketing agency empowering companies to scale online dialogue in web, social media, and messaging apps allowing stronger connections and deeper relationships.

LiveWorld clients include the #1 brands in healthcare, pharmaceutical, consumer packaged goods, retail, financial, and travel services. LiveWorld is headquartered in Campbell, California, with an additional office in New York City. Learn more at http://www.liveworld.com.

Job description:

As a Jr. Software Engineer at LiveWorld, you will join a distributed, agile development team to build the next generation of our company’s software products. We are committed to using the best available engineering practices and technologies and to fostering a friendly and sustainable remote development environment.

This position will require strong hands-on development experience and will participate in all phases of the software development lifecycle.

You will work closely with Product team to understand requirements and business specifications. You will write top notch code to create bots and mobile friendly apps. You will develop LiveWorld’s flagship conversation management application and integrate with social network APIs like Facebook, Twitter, and Instagram. Attend sprint meetings with team members to define and analyze development requirements and provide work breakdown and estimates of work.

Required skills and traits:

• 1-4 years of experience designing and developing full stack web applications preferably with Ruby on Rails.
• Experience with front end Javascript frameworks like AngularJS and React.
• Experience implementing and consuming RESTful APIs. Major plus if familiar integrating with social network APIs like Facebook, Twitter, Instagram, YouTube, and LinkedIn APIs.
• Solid skills with git. A GitHub profile with open-source contributions is a major plus.
• Strong practice of TDD/BDD using RSpec, Jasmine, and Cucumber.
• Familiarity with SQL (PostgreSQL or such), Elasticsearch, Python, AWS debugging errors through logs is a plus.
• Can work effectively with a remote team of engineers as well as independently.
• Good analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong work ethic and can-do attitude.

Recommended education and experience:

• Bachelors or Masters degree, preferably in CS or related discipline
• 2-4 years experience a plus

How to apply:

Email your cover letter and resume to:  careers@liveworld.com and write “Jr Software Engineer” in subject line.

Reporting to a Director or Vice President of Client Services, 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

• 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

2. Supervisory responsibilities over remote, non-exempt employees, including:

• Training engagement and support agents/moderators and creating process documents
• Manage team performance to deliver to client standards including tracking of agent success levels, coaching agents to success and making critical staffing decisions based on this success level
• Performing quality assurance on services delivered by the hourly team

Required skills and traits

• 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
• Ability to embrace change, be a team player, and enjoy developing creative solutions
• Excellent communication, presentation, and listening skills
• Customer-service oriented (internal and external)
• Works well under pressure
• Strong user of Excel, Power Point and Word platforms are required
• Proven project and detail management experience with ability to manage multiple simultaneous projects, cross-functional stakeholders and remote teams
• 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
• Understanding of quantitative and qualitative performance metrics and insights
• Demonstrated interest in social media and personal or professional experience using major platforms
• Passion for social media marketing, tools, concepts, and emerging platforms; active social media user
• Should be well versed in or be prepared to become well versed in at least one social media or messaging channel
• 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

• Requires a minimum combination of 3-5 years of contact center team management or social media program management
• Experience evaluating, coaching and improving team performance
• Bachelor’s degree or equivalent experience required
• Ability to travel required
• Healthcare experience strongly preferred

How to apply:

Email your cover letter and resume to:  careers@liveworld.com and write “Client Services Manager” in subject line.

LiveWorld is a digital and social marketing agency empowering companies to scale online dialogue in web, social media, and messaging apps allowing stronger connections and deeper relationships.

LiveWorld clients include the #1 brands in healthcare, pharmaceutical, consumer packaged goods, retail, financial, and travel services. We are headquartered in Campbell, California, with an additional office in New York City. Learn more at http://www.liveworld.com.

We are searching for healthcare social savvy Art Directors to freelance…

If you are an AD with experience designing paid social media ads for healthcare/pharma clients, we want to hear from you! You must have at least 3 years of experience working in Pharma and/or the HCP space and be able to provide portfolio examples to show it. You MUST be able to show work created for social media specifically.  Send your portfolio and resume to cgazzano@liveworld.com and reference “Art Director Freelance” in the subject line.

Job Description: The LiveWorld Social Media Manager is an individual contributor position that develops and hands on implements LiveWorld’s own social media presence across channels including Instagram, Facebook, Twitter, LinkedIn, YouTube, dedicated online community pages, and others. LiveWorld’s social media presence will build awareness and education for LiveWorld and its solutions, acquire sales leads, and also showcase LiveWorld’s services and technologies.

This role involves extensive hands-on social media execution as well coordination and working across all functions and levels in the company, including executive staff and the CEO.

Primary responsibilities include, but are not limited to:

• Participating in the development of the LiveWorld social media presence strategy
• Developing content and conversation calendars
• Authoring content
• Creating and editing photos and graphics
• Selecting and purchasing stock video and photos
• Posting and tracking content on multiple social media channels
• Responding to and engaging with users
• Strategizing and implementing paid promotional programs
• Supporting executive social media presence
• Compiling and reviewing analytics to demonstrate program success and to identify program improvements
• Using creative suite applications, social media enhancement apps and social media management tools (native network, LiveWorld, 3rd party.)

Required skills and experience

• Experienced hands-on social media practitioner with at least 3-5 years social media experience
• Have hands on built one or more Instagram or Facebook pages for a brand, agency, and/or oneself. At least one of those pages should have tens of thousands of followers with substantial engagement (1,000s to hundreds of thousands of likes, comments, and/or views). Resume submission must include URLs for these pages.
• Specific knowledge of and experience with the latest features, tools, enhancement apps, and techniques on social media channels such as Instagram stories, TikTok, Facebook, LinkedIn, & Twitter
• Experience with social media apps and tools
• Comprehensive knowledge of social media best practices, including user engagement
• Must have a passion for social media

Productivity and creative applications skills

• Excellent Microsoft Office skills with Excel, World, and PowerPoint
• Skills with photo and video apps such as Creative Suite (Lightroom, Photoshop, Illustrator, After Effect, premiere)
• Skills with social media enhancement apps
• Strong writing skills

Additional skills and experience

• Program and project management
• Strong communication skills
• Ability to thrive under pressure
• This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective
• Ability to travel required (post pandemic)
• Professional or personal experience in healthcare or pharma is a plus, but not as important as hands on experience successfully building social media presence for clients.

Education

• College degree required

How to Apply:

Email your resume and a list of URLs/handles for social media properties that you have built to: careers@liveworld.com and write “Social Media Manager” in subject line.

Resumes must include a list of social media URLs that reflects your hands-on growth with significant engagement.

Job Description:  The Vice President and Social-Digital Strategist will lead and drive the development of strategies that help our clients successfully create and deploy social media and digital marketing campaigns and programs. The individual will work collaboratively with our Account Services, Creative, and Technology teams. We are looking for someone who can bring innovative pharma and healthcare marketing forward into the social-digital age.

LiveWorld has been recognized as one of eight Agencies to Watch in MM&M’s Top 100 Healthcare Marketing Agencies issue. We are working with many leading pharmaceutical companies, rapidly growing our business with them to deliver innovative digital-social solutions for healthcare. LiveWorld is an exciting place to work with an enthusiastic team of people who believe in what we are doing and in each other.

Primary responsibilities include, but are not limited to:

• Develop, manage, and oversee implementation of client strategies for pharma marketers, both DTC ad HCP.
• Grow revenue for the company by selling strategy, creative, engagement, and other programs to prospects and clients and generating leads through industry presence, networking, and client interactions.
• Provide thought leadership for the healthcare and pharmaceutical markets.
• Other specifics include, but are not limited to
  • Identify opportunities for relevant and differentiated positioning for LiveWorld in this competitive market
  • Represent the company at industry conferences, marketing events, etc.
  • Develop presentations, creative briefs, and written materials that demonstrate strategic insights, compelling LiveWorld strategies, and achieve client business and marketing objectives
  • Work collaboratively with other strategists, researchers, and the creative team
  • Participate with executive team on developing overall company strategy

Required skills and experience

• 7-10 years digital and/or social marketing strategy experience in the pharmaceutical industry with a with track record of generating innovative ideas that were successfully implemented in market. 10-15 years experience working in marketing, advertising, digital and/or social
• Deep knowledge of pharma and healthcare marketing, both DTC and HCP, including digital, social media, email, display, influencer programs, media, traditional social media channels, sales enablement, web design, promotional educational programs, events/shows, etc.
• Experience with pharmaceutical or healthcare brands and developing programs for DTC and HCP
• Pharma experience required including MRL collaboration
• Innovative strategic thinking based on knowledge and insight
• Thought leader in the field
• Demonstrated collaborative, team leadership and people management skills
• Passion for healthcare marketing
• Demonstrated interest in social media and personal or professional experience using major platforms
• Working knowledge of research methodologies and managing the research process
• Solid understanding of quantitative and qualitative performance metrics and insights
• Productivity and creative applications skills
  • Excellent Microsoft Office skills with Excel, Word, and PowerPoint
  • Able to create and present effective PowerPoint presentations
  • Strong presentation skills, including pitching ideas and programs to clients
  • Experience with social media marketing and management and/or listening platforms is a plus 

• Additional skills and experience
  • Outstanding communication and listening skills
  • Ability to thrive under pressure
  • Ability to work independently in an unstructured environment
  • This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective
  • Ability to travel required (post Covid)

Education

• MBA degree or equivalent experience preferred

Email your cover letter and resume to:  careers@liveworld.com and write “VP, Social-Digital Strategist” in subject line.

Reporting to the Vice President, Creative Director, the Associate Creative Director leads sets creative direction for client work, pitches, and other projects.  Then leads internal and external creative resources to implement those programs, often with hands on work.

Primary responsibility is to lead creative teams, both internal and external (partners and contractors) but also to be able to do the work as required.

Required skills and experience

• Creative Director skills
  • 5 to 10-years experience creating and overseeing creative at a marketing agency or consulting firm, digital/social media firm, and/or within a Fortune 1000 company, including digital experience
  • Ability to understand and interpret brand marketing objectives from disparate sources, design creative for campaigns and define and manage the process to implement them
  • Lead and develop creative for social and digital services and technology programs
  • Lead social/digital creative teams
  • Past experience includes copyrighting, design and/or video creative
  • Comprehensive knowledge of social media and digital marketing best practices especially as related to pharma and healthcare
  • Experience with social as a part of a multichannel digital strategy including social ads, paid campaigns and media
  • Existing network of trusted freelancers and companies capable of delivering creative programs in social media and conversational models
• Business skills
  • Excellent strategic thinking, creative and analytical skills
  • Be aware of and suggest new ideas and trends within digital and social media that may be relevant to our clients
  • Creative problem-solving, capable of both subjective and objective decision-making.
  • Very proficient with Adobe Creative Suite including Photoshop and Illustrator
  • Outstanding communication, presentation, and listening skills
  • Familiarity and experience with Microsoft office applications
  • Project and budget management skills
• Additional
  • Pharma and healthcare experience including working on social and digital campaigns is mandatory
  • Passion for social media and digital marketing, tools, concepts and emerging platforms; active social media user
  • Ability to thrive under pressure
  • This is a work-at-home position; you must be able to work at home with the self-discipline needed to be effective

Education

• BA or BFA in creative field or equivalent experience
• Ability to travel required (post Covid)
• Email your cover letter and resume to:  careers@liveworld.comand write “Associate Creative Director” in subject line.

Reporting to the Senior Manager, Client Service Support, the Manager, Client Services Support, is responsible for the management of critical functions in support of the Agent Moderation team and the AOC team. Primary responsibilities include, but are not limited to:

1. Management of internal and external moderation accounts and tools.
   1. Internal Tools –individual LiveWorld email account, LiveWorld mailing list, LiveMod2.0, UAT.
   2. External Tools –Trello accounts, Basecamp, Schedule Source, Target Process
      1. Creation of accounts for all new hires, managing of list accounts for all current, deactivation of termed accounts.
      2. Training, documentation and rollout of any tools upgrades/enhancement
      3. Communication between Mod Managers and Moderation team to ensure correct settings on tools
      4. Provide statistics and reports.
      5. Develop and provide recommendations regarding enhancement of tools utilized by the moderation team.
2. Manage Admin On Call Team (AOC)
   1. Manage monthly team meetings. Solicit feedback and insights to develop informed process structure and engage team members.
   2. Responsible for development and maintenance of training guides and materials used by the AOC.
   3. Responsible for development of individual and team performance, including coaching, feedback and discipline for AOC team members. Responsible for recommendations to improve processes and ultimately performance by the AOC team.
3. Manage recruitment process to include application review, candidate selection, language testing, background checks, and maintenance of the new hire tracking workbook.
   1. Present candidate job offers.
   2. Responsible for the management of the onboarding and orientation process for new hires.
   3. Support new moderation orientation and ongoing training programs for moderators.
   4. Make recommendations for improvement of the process in regard to efficiency and successful candidate recruitment.
4. Using manager level discretion, build and publish the hourly workforce schedule accurately and timely.
   1. Appropriately optimize schedules using manager-level information intelligence, tools and expertise garnered through the on-going management of the scheduling process.
   2. Manage schedule exceptions, issues, provide resolution for impacts to scheduling.
   3. Make recommendations for process structure changes as needed to improve the process.
5. Prepare and submit hourly payroll accurately and timely. Assist as needed with processing of contractor invoicing
6. Provide backup coverage for Sr. Manager, CSS as needed for critical functions including billing report and SOW management as well as any other items, as needed.
7. Per the department rotation, provide coverage for on-call, AOC and Services.
8. Other duties as required.

Required skills and traits   

• Proven ability to work independently and as part of a team adapting quickly and operating within a high-performance culture.
• Motivated self-starter who can multi-task and respond to changing work activities with very short deadlines.
• Experience with or exposure to Schedule Source, or other scheduling software.
• Experience with logistics management, and allocation of resources.
• Proficiency with Microsoft Office products, with a strong emphasis on using Excel, Word and PowerPoint
• Demonstration of project management and organization skills.
• Excellent written and oral communications skills
• Ability to develop and maintain strong working relationships across teams and disciplines with people located in other locations.
• Strong knowledge and experience working with LiveWorld proprietary technology, and an understanding of Internet metrics (i.e., pageviews, unique users, click-through rates)
• Experience coaching and training others a plus
• Ability to embrace change, be a team player, and enjoy developing creative solutions
• Works well under pressure
• Passion for social media marketing, tools, concepts and emerging platforms; active social media user
• 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

• BA/BS preferred
• 2 -years’ experience as a social media agent or moderator, preferably in a lead position
• Ability to travel required

Email your cover letter and resume to:  careers@liveworld.com and write “Manager, Client Services Support” in subject line.