Remote Customer Care Manager — AI-Driven Support Leader

Ladders; United States; Remote; USD 110,000 - 120,000; Full time

Benefits offered by this job

Professional development

Engagement in AI practices

Collaborative cross-functional team

Job summary

Ladders is seeking a Manager, Customer Care to lead a team of Application Support Analysts and drive timely issue resolution in a remote, US-based role. You will set expectations aligned to care scorecards and guide performance reviews to foster growth.

You will collaborate with Development and Product teams to resolve complex issues, leveraging AI tools to boost productivity and improve customer experience in a fast-paced environment.

Qualifications

• 5+ years in technical customer support or care environments.
• 2+ years of direct people management experience.
• Proven ability to manage workloads and escalations in fast-paced settings.
• Experience in process improvements for productivity and service quality.
• Familiarity with AI tools and commitment to expanding AI fluency.

Responsibilities

• Lead and develop a team of Application Support Analysts.
• Conduct performance reviews and growth conversations.
• Set clear expectations aligned to customer care scorecards.
• Identify skill gaps and develop targeted learning plans.
• Monitor team workload to ensure timely resolution of issues.
• Serve as the primary escalation point for complex customer issues.
• Use AI tools to enhance team productivity and streamline workflows.
• Collaborate with Development and Product teams for issue resolution.

Skills

Team leadership

Customer support

Escalations management

Process improvements

AI tools familiarity

Education

Bachelor's degree or equivalent

Job description

Ladders is seeking a Manager, Customer Care to lead a team of Application Support Analysts and drive timely issue resolution in a remote, US-based role. You will set expectations aligned to care scorecards and guide performance reviews to foster growth.

You will collaborate with Development and Product teams to resolve complex issues, leveraging AI tools to boost productivity and improve customer experience in a fast-paced environment.