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 design software that integrates the human element to achieve both scale and quality.
  • Humans beat algorithms — Nothing can match a person’s intellect and compassion when evaluating and participating in conversations.
  • When done right, brands can increase customer loyalty and improve customer satisfaction through content and conversations.

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

Military Veteran Support Program

You seek the honor of service—protecting America and helping make the world a safer place. Our employment initiative is to hire, train and support our returning veterans.  We encourage our Veterans to apply for employment opportunities here at LiveWorld!

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

 

Careers at LiveWorld

Bilingual Customer Service Agent Part-time, Hourly

(OVERNIGHT & WEEKEND SHIFTS AVAILABLE)

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

Full Stack Software Engineer Location: Anywhere in US - 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 a Software Engineer at LiveWorld, you will join a distributed agile development team to build the next-generation of our company’s flagship social customer experience application. You will implement new features in short sprints, taking requirement inputs from Product Management and guidance from Engineering leadership, while working with other developers to fully integrate backend functionality with the presentation layer.  You may also have to Integrate third party applications and systems with the Content Review System.

Required skills and traits:

  • 3-5 years of experience designing and developing web applications including 2+ years with technologies like Ruby On Rails and Javascript, Angularjs.
  • Strong practice of TDD/BDD using RSpec, Jasmine, and Cucumber.
  • Experience with mobile app development is a major plus.
  • Solid skills with git; a GitHub profile with open-source contributions is a plus
  • Experience creating and consuming RESTful APIs
  • Understanding of foundational and leading edge data warehouse and data driven technologies working with Postgres Elasticsearch, MongoDB, Hadoop, d3.js etc
  • 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:

Customer Care Agent – Center of Excellence OVERNIGHT & WEEKEND SHIFTS AVAILABLE

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.

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. Triage and responding to customers’ questions (with pre-determined or authored responses)
  4. Identifying and escalating trends, topics, sentiment, and emerging issues

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
  • Must demonstrate the ability to make quick and correct decisions under pressure. Critical thinking is key in this fast pace work environment
  • 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 several 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
  • Healthcare background a plus
  • 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

  • 2-3 years experience in online moderation or customer service
  • One-year experience working in a Call Center environment
  • Experience using Salesforce and Social Cloud
  • Must be 18 or older
  • College Degree or equivalent experience preferred
  • Demonstrated personal or professional success engaging in a social channel

HOW TO APPLY

Director, Agent Services

The Director, Agent Services reports to the VP Client Services and is responsible for LiveWorld’s overall online agent services including AE management, moderation, engagement, customer service and specialized programs. The Director, Agent Services leads the services support and agent infrastructure support team (staffing, training, and quality control) and is responsible for working with the client services team to drive excellence in the delivery of online agent services. The Director, Agent Services also heads-up the Moderation-Engagement Experience Council comprised of members of the client services managers team. As the leader of this council, the Director, Agent Services has the responsibility to set policy for how we deliver agent services and then monitor implementation by the services team.

Primary responsibilities include, but are not limited to:

  1. Develop, manage and evolve our overall strategy and operational deployment for online agents.
  2. Staffing including job definitions and process, as well as roadmap for our future general and specialized needs.
  3. Create, manage, and conduct orientation and ongoing training programs:
    1. Work with HR and Client Services Managers to develop standard and client-specific training for services managers and agents as well as employee development and skills training
    2. Maintain internal training database, track and report out on all required training
  4. Work with our services managers (who are organized on a client account centered basis, reporting into our Client Account Directors) as a cross-functional team to deploy online agents against account specific programs.
  5. Implement and manage a quality control program
    1. Responsible for agent performance and improving quality of deliverables, establishing a management and measurement system that identifies issues
    2. Responsible for skills assessment, retesting, tracking and reporting results
    3. Responsible for performance issues, work with staff to resolve and partner with HR when necessary
  6. Lead the services support team in the operational support of the hourly agent workforce and infrastructure to service our clients
    1. In partnership with Client Services Managers who manage client accounts, manage staffing, recruiting and training agents for client engagements
    2. Responsible for agent communications including their cultural integration into the company
  7. Other duties as required

Required skills and traits

  • Excellent knowledge of quality control measurement, management and best practices
  • Contact center experience including management, quality and measurement programs required
  • Experience working with contact center or social media software platforms.
  • Should be well versed in or be prepared to become well versed in at least one social media or messaging channel
  • Outstanding communication, presentation, and listening skills
  • Demonstrated collaborative skills
  • Demonstrated interest in social media and personal or professional experience using major platforms
  • Solid understanding of quantitative and qualitative performance metrics and insights
  • Customer-service knowledge and orientation (for internal and external customers)
  • Experience or natural talent working as a change agent and evangelist to influence others
  • Enjoys mentoring others
  • Creative problem solving, capable of both subjective and objective decision-making
  • Team skills and ability to manage direct reporting staff and work in a matrix- shared authority structure
  • Ability to simultaneously drive strategy, manage operations, and be hands on with a small directly reporting team
  • 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

Recommended education and experience

  • 7 + years experience with strong management and customer service experience
  • Contact center/customer service experience
  • College Degree or equivalent experience
  • MBA or equivalent experience a plus
  • Client management experience is a plus
  • Healthcare experience is a plus
  • Experience with social media management and/or listening platforms is a bonus
  • This position requires occasional travel

Apply to: cgazzano@liveworld.com

Manager, Client Services - Healthcare

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
  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
  • Should be well versed in or be prepared to become well versed in at least one social media or messaging channel
  • 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)
  • The ability to manage large volumes of details and organize it.
  • Proven project management experience with ability to manage multiple simultaneous projects, cross-functional stakeholders and remote teams
  • Project manager that is detailed focus with excellent multi-tasking skills
  • 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
  • Healthcare experience a bonus
  • Call Center (Contact Center) experience a bonus

How to Apply:

  • Email your cover letter and resume to: careers@liveworld.com. Please enter the job title “ Manager, Client Services HC” in the Subject line.

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

Press & Media

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Investor Relations

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.

Learn More

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

Senior HR Director

Dawn Lacallade

Chief Social Strategist and Pharma Practice Lead

As Chief Social Strategist and Pharma Practice Lead, Dawn works with clients to develop innovative, tailored social media strategies that connect and engage patients, caregivers and HCPs to deliver patient value and business results. Her extensive healthcare and pharma experience enable her to direct a specialized team focused on creating and implementing social initiatives and the services that enable success, such as community management, audience intelligence, and the content & monitoring required for compliant social programs.

Dawn joined LiveWorld after spending many years at Dell, SolarWinds and in consulting where she crafted social strategies and developed their online communities. Under her leadership, these companies experienced significant community engagement and growth.

As a veteran online community strategist, Dawn is often a keynote speaker and contributor at Digital Pharma (East & West), The WOMMA Summit, Social Media and Community 2.0 Conference, Front End of Innovation, The Market Research Event, the Online Marketing Institute, and Microsoft’s High Tech Global Summit. She is also the founding member of The Community Round Table. Dawn has been published in PharmaLive, Pharma Times, Pharma Tech, The PharmaLetter, MedCityNews, and PM360.

Brenda Todd

Client Services, Associate Director

Kari Blocher

Client Services Manager

Wendy Silva

Client Services Manager

Briant Laslo

Client Services Manager

Peter Friedman

Founder, Chairman & CEO

Peter Friedman is social media visionary and veteran with 34 years experience in the space (22 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.

Peter is a fine art photographer, celebrated public speaker, and author of the book, “The CMO’s Social Media Handbook, A Step By Step Guide For Leading Marketing Teams in the Social Media World.”  He holds a bachelor’s degree in American History from Brown University, and an MBA 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

Jena Dengrove

VP, Creative Director

Vivianne Cross

Accounting Manager

Lisa Sutton

Director, Clinical Operations

Anu Shah

Lead Software Engineer

Brenda Hanley

Client Services Manager - Healthcare

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.

Ashley Hayward

Client Services, Senior Manager

Militza Egli

HR/Payroll Administrator

Stacy Frazier

Client Services Manager

Pam Flores

Client Services, Associate Director

Berkley Carden

Client Services Manager