Director of Partner Support

Ladders; United States; Remote; USD 159,000 - 193,000; Full time

Job summary

Ladders is seeking a Director of Partner Support to lead a high-impact, remote team that serves external partners and shapes the customer experience. The role focuses on scaling the support operating model, improving service quality, and equipping the team to handle complex issues with speed and consistency.

The position requires close partnership with operations, product, engineering, and knowledge-management stakeholders to turn support insights into measurable business improvements.

Qualifications

• 10+ years in B2B support roles with accountability for quality and outcomes.
• 5+ years of experience managing teams, including hiring and performance management.
• Proven track record in building and maintaining AI agents in a live environment.
• Experience managing vendor or BPO relationships effectively.
• Ability to create and scale Help Center content and training materials.
• Strong technical knowledge to collaborate with engineering teams and translate trends into insights.

Responsibilities

• Lead the transition of the support team from outsourced coverage to an in-house team or a new business process outsourcing model
• Set performance standards and provide regular coaching to team members
• Manage escalations and serve as the final decision-maker for complex cases
• Oversee the AI agent workforce, ensuring accuracy and effective deflection rates
• Determine the optimal balance between AI and human support as the team scales
• Curate and maintain Help Center content to align with partner needs
• Collaborate with cross-functional teams to surface support trends for product development

Skills

AI agents

Vendor management

Help Center content

People management

Cross-functional collaboration

Engineering collaboration

B2B support

Job description

For our client, we are seeking a Director of Partner Support to join the team of a leader in the Real Estate & Construction space.

This leader will guide a high-impact support function that serves external partners and helps shape the overall customer experience. The role will be responsible for scaling the support operating model, improving service quality, and ensuring the team is equipped to handle complex issues with speed and consistency. It also requires close partnership with operations, product, engineering, and knowledge-management stakeholders to turn support insights into measurable business improvements.

Location: Remote

Compensation: $159,000 – $193,000 annually

Responsibilities

• Lead the transition of the support team from outsourced coverage to an in-house team or a new business process outsourcing model
• Set performance standards and provide regular coaching to team members
• Manage escalations and serve as the final decision-maker for complex cases
• Oversee the AI agent workforce, ensuring accuracy and effective deflection rates
• Determine the optimal balance between AI and human support as the team scales
• Curate and maintain Help Center content to align with partner needs
• Collaborate with cross-functional teams to surface support trends for product development

Qualifications

• 10+ years in B2B support roles with accountability for quality and outcomes
• 5+ years of experience managing teams, including hiring and performance management
• Proven track record in building and maintaining AI agents in a live environment
• Experience managing vendor or BPO relationships effectively
• Demonstrated ability to create and scale Help Center content and training materials
• Strong technical knowledge to collaborate with engineering teams and translate support trends into actionable insights

Benefits

• Competitive compensation including salary and pre-IPO stock options
• 100% medical, dental, and vision premiums covered for employees and dependents
• Unlimited flexible time off plus additional holidays and recharge days
• Home office reimbursement for furniture, supplies, and internet
• Health and wellness reimbursement for gym memberships or qualifying expenses
• Generous parental support and family leave policies
• 401k plan to assist with retirement goals
• Exclusive mortgage rates and expert guidance for homeownership
• Frequent team-building events and team meetups
• Commitment to diversity, equity, and inclusion in the workplace
• Mentorship and training opportunities for career development
• Exposure to strategic initiatives that impact the business

Our client is an equal opportunity employer.