Remote Service Delivery & CSAT Lead

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Collaborative work environment

Professional development

Access to cutting-edge technology

Flexible work arrangements

Health and wellness programs

Job summary

Ladders is seeking a Customer Engagement Executive to own end-to-end service delivery and operational execution for assigned customer accounts in a remote US-based role.

The role emphasizes incident management, change coordination, and configuration oversight, partnering with Sales, Support, and Engineering to meet SLA and CSAT goals while improving processes and resolving escalations.

Qualifications

• 12+ years in service delivery or support operations with strong ITIL knowledge.
• Experience managing customer accounts and meeting SLA and CSAT goals.
• Proficiency with service platforms such as ServiceNow and reporting or analytics tools.
• Strong communication, prioritization, and problem-solving skills.

Responsibilities

• Manage incident, change, configuration, and customer management activities end to end for assigned accounts.
• Run service reviews, performance reporting, and root cause analysis follow-ups; implement corrective actions.
• Identify process, knowledge, and automation improvements; contribute to playbooks.
• Handle escalations and stakeholder communications; ensure timely updates and outcomes.
• Partner with Sales, Support, and Engineering to align delivery with commitments.

Skills

ITIL knowledge

Customer account management

Communication skills

Cross-functional coordination

Tools

ServiceNow

Job description

Ladders is seeking a Customer Engagement Executive to own end-to-end service delivery and operational execution for assigned customer accounts in a remote US-based role.

The role emphasizes incident management, change coordination, and configuration oversight, partnering with Sales, Support, and Engineering to meet SLA and CSAT goals while improving processes and resolving escalations.