Manager, Customer Service

Ladders

Richardson (TX)

Hybrid

USD 214,000 - 322,000

Full time

46 hours ago

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Benefits offered by this job

Hybrid work option

Professional development opportunities

Mentoring technical engineers

Access to CX technologies and tools

Performance analytics

Job summary

Ladders is seeking a Manager Customer Service to lead enterprise SaaS deployments and optimize CRM integrations with cloud telephony for scalable customer support. This role emphasizes cross-functional collaboration and measurable performance outcomes in a technology-driven environment.

Location is Richardson, TX with hybrid work options; the position requires leadership of global teams and a strong background in WFM/QM and automation to improve customer outcomes.

Qualifications

Master's degree in Information Systems, Computer Science, or related field.
5 years of experience in customer service or contact center management.
Deep knowledge of SaaS platforms in enterprise settings.
Proficiency with CRM systems like Zendesk, Salesforce, and Amazon Connect.
Experience with WFM/QM platforms in contact centers.
Expertise in conversational AI solutions and automation.

Responsibilities

Lead the deployment of large-scale SaaS platforms for enterprise contact centers.
Oversee integration processes between CRM systems and cloud telephony tools.
Collaborate with cross-functional teams to enhance system performance and customer onboarding.
Act as a strategic partner to ensure successful deployments and customer satisfaction.
Manage optimization of WFM and QM software for improved scheduling and performance.
Design and maintain workflows across various customer service channels.
Drive AI initiatives, including chatbot integration and machine learning automation.

Skills

Customer service leadership

Global team management

SaaS enterprise platforms

Education

Master's degree in Information Systems/CS

Tools

Zendesk

Salesforce

Amazon Connect

Job description

For our client, we are seeking a Manager Customer Service to join the team of a leader in the Enterprise Technology space. This role will lead operational priorities focused on execution quality, efficiency, safety, and measurable performance outcomes. You will collaborate with field leadership, support functions, and cross-functional stakeholders to improve accountability, service delivery, and operational consistency. The position offers the opportunity to influence operational scale, customer outcomes, and organizational performance within a technology-driven environment.

Location: Richardson, TX - US based candidates only, no visa sponsorship available

Compensation: $214,386 – $321,579 annually

Responsibilities

Lead the deployment of large-scale SaaS platforms for enterprise contact centers
Oversee integration processes between CRM systems and cloud telephony tools
Collaborate with cross-functional teams to enhance system performance and customer onboarding
Act as a strategic partner to ensure successful deployments and customer satisfaction
Manage optimization of WFM and QM software for improved scheduling and performance
Design and maintain workflows across various customer service channels
Drive AI initiatives, including chatbot integration and machine learning automation

Qualifications