Remote Lead, Technical Support — AI-Driven & Data-Smart

Ladders; United States; On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Comprehensive benefits package

Equity options

Incentives and stipends available

Relocation assistance for eligible rô½

Job summary

Ladders is seeking to recruit a Manager Technical Support for a client in the Aerospace & Defense sector. This role is remote- US based, leading a team delivering AI-enabled, scalable tech support across engineering, product, operations and business partners.

You will coach staff, own customer-satisfaction metrics, and help evolve the support strategy while gaining deep product knowledge and improving CRM and training.

Qualifications

• 2+ years of progressive customer support leadership experience.
• Prior B2B field service maintenance and repair experience is a plus.
• 2+ years leading Support teams for hardware, software, and cloud products.
• Strong coaching and mentoring skills for team development.
• Experience with CRM tools like Salesforce Service Cloud.
• Applied AI knowledge related to customer support.
• Data-driven mindset for informed decision making.

Responsibilities

• Guide customer interactions to successful resolutions
• Own operational metrics for customer satisfaction and CSR engagement
• Coach a team to deliver low-effort customer support experiences
• Contribute to the evolution of the company Support's approach
• Improve processes to enhance customer experience and operational efficiency
• Gaining in-depth product knowledge for meaningful interactions
• Collaborate with teams to enhance training and CRM effectiveness

Job description

Ladders is seeking to recruit a Manager Technical Support for a client in the Aerospace & Defense sector. This role is remote- US based, leading a team delivering AI-enabled, scalable tech support across engineering, product, operations and business partners.

You will coach staff, own customer-satisfaction metrics, and help evolve the support strategy while gaining deep product knowledge and improving CRM and training.