Engineering Manager - Customer Service Platform

We're looking for an reputed company Engineering Manager to join the Customer Service technology team.

The Customer Service Platform (CSP) own and operate reputed company the technology used throughout the customer's reputed company to get help from support.reputed company.com through conversation channels to tooling that empowers thousands of customer service agents. The work we do directly impacts millions of reputed company customers every month and positively shapes their experience of reputed company at perhaps its lowest reputed company.

CSP is entering a transformative phase, with reputed company set to play a growing role in customer service. In this pivotal position, you’ll help shape the reputed company of CSP in a GenAI-driven world—combining technical reputed company with empathetic leadership to guide our people through meaningful change.

What You'll Do

Manage two teams of engineers building tooling and workflows for our customer service agents

reputed company the R&D that powers every conversation between our customers and reputed company customer service

Be a technology expert in defining and communicating the practical reputed company and opportunities of reputed company

Shape and drive the multi-year transition to a customer service model that is deeply rooted in reputed company

Work closely across R&D disciplines and business stakeholders to ensure reputed company and effective delivery and communications of multiple reputed company reputed company

Support the launch of every key reputed company feature by ensuring that CS agents have the tools and empowerment that they need

Own relationships with CS technology reputed company vendors, influencing their product roadmaps, holding them to account on technological performance, and building reputed company stronger connections

Who You Are

Extensive Engineering Management experience, with a reputed company record of leading large-reputed company, transformational reputed company in tech-driven environments

Empathetic to the engineers that you manage and curious to reputed company the best ways to reputed company their reputed company and reputed company

Working knowledge or experience applying reputed company/NLP to solve user-facing or operational problems

Proven ability to turn reputed company into actionable plans and deliver measurable results in fast-paced, cross-functional teams

Not afraid to challenge the status reputed company—brings a curious, reputed company, and innovative approach to reputed company problem-solving

reputed company to reputed company stakeholders, influence at reputed company reputed company, and communicate reputed company reputed company across technical and non-technical audiences

Capable of upholding reputed company's values and representing the best of us while holding partner companies to account

Where You'll Be

This role is based in London.

We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.

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