Sr Customer Experience Specialist - Finance

Ladders; United States; Remoto; USD 102.000 - 154.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible remote work model

Professional development stipend

Health and parental leave plans

Performance‑based bonuses and equity

Descrizione del lavoro

Ladders is seeking a Sr Customer Experience Specialist - Finance to own high‑severity customer escalations within the finance function. You will drive triage through resolution, partner with cross‑functional teams, and deliver executive‑level updates on trends and outcomes.

The role emphasizes process improvement, structured problem‑solving, and coaching teams to standardize workflows while delivering exceptional customer experiences.

Competenze

• 4+ years in Customer Success, Support Operations, or related fields with high‑severity escalation ownership.
• Proven success in leading cross‑functional process improvement initiatives from start to finish.
• Strong structured problem‑solving skills with data‑driven decision‑making capabilities.
• Excellent program and project management skills, adept at handling multiple workstreams and stakeholders.
• Outstanding written and verbal communication skills for executive‑level updates and recommendations.
• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent experience.

Mansioni

• Own and manage priority customer escalations from triage to resolution.
• Coordinate cross‑functional teams to ensure accountability and structure in escalations.
• Deliver comprehensive post‑mortems and executive summaries on escalations.
• Analyze escalation trends to identify and prioritize process improvement opportunities.
• Lead initiatives to standardize escalation workflows and improve customer experience.
• Coach teams on escalation prevention and effective communication strategies.
• Promote and embody the organization’s cultural principles as the company scales.

Conoscenze

Customer success

Cross-functional collaboration

Problem solving

Program management

Executive communication

Formazione

Bachelor's degree in Business/Operations/Engineering

Descrizione del lavoro

For our client, we are seeking a Sr Customer Experience Specialist - Finance to join the team of a leader in the Enterprise Technology space.

This role will own high‑severity customer escalations within the finance function, driving them from triage through resolution with a strong focus on structure, accountability, and customer experience. You will partner closely with cross‑functional stakeholders to identify root causes, improve processes, and strengthen how complex issues are handled across the organization. The position also plays a key role in coaching teams, standardizing workflows, and delivering clear executive‑level communication on trends, outcomes, and improvement opportunities.

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

Compensation: $102,042 – $154,350 annually

Responsibilities

• Own and manage priority customer escalations from triage to resolution.
• Coordinate cross‑functional teams to ensure accountability and structure in escalations.
• Deliver comprehensive post‑mortems and executive summaries on escalations.
• Analyze escalation trends to identify and prioritize process improvement opportunities.
• Lead initiatives to standardize escalation workflows and improve customer experience.
• Coach teams on escalation prevention and effective communication strategies.
• Promote and embody the organization’s cultural principles as the company scales.

Qualifications

• 4+ years in Customer Success, Support Operations, or related fields with high‑severity escalation ownership.
• Proven success in leading cross‑functional process improvement initiatives from start to finish.
• Strong structured problem‑solving skills with data‑driven decision‑making capabilities.
• Excellent program and project management skills, adept at handling multiple workstreams and stakeholders.
• Outstanding written and verbal communication skills for executive‑level updates and recommendations.
• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent experience.

Benefits

• Flexible, employee‑led remote work model.
• Professional development stipend for continuous learning.
• Comprehensive health and parental leave plans.
• Performance‑based bonuses and equity opportunities.
• Above‑market total compensation for top performers.

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.