Staff Customer Support Programs & Supportability Lead

Ladders; United States; Remote; USD 154,000 - 180,000; Full time

Benefits offered by this job

Diversity culture

Career development

Hybrid/Remote options

Health, vision, dental

Generous parental leave

Job summary

Ladders is seeking a Staff Customer Support Programs & Supportability Lead to drive strategy, optimize processes, and scale service delivery. Remote US-based role with compensation $154,000–$180,000 annually.

The role partners with Product Management and Engineering to enhance product supportability, build analytics, and deliver actionable insights for improved customer outcomes. You will own KPIs, dashboards, and proactive support initiatives across the lifecycle.

Qualifications

• 10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software)
• Proven success in support tools, automation, knowledge management, and analytics at scale
• Strong experience collaborating with Product Management and Engineering on supportability initiatives
• Deep expertise with Salesforce Service Cloud; familiarity with Jira, Zendesk, and analytics tools (Tableau, Looker, Power BI, SQL)
• Demonstrated ability to improve CSAT, deflection rates, and support efficiency
• Excellent cross-functional leadership and stakeholder management skills
• Bachelor's degree in Business, Computer Science, Engineering, or related field (advanced degree or certifications preferred)

Responsibilities

• Lead strategy and execution of customer support initiatives focused on process optimization and automation
• Identify and implement support optimization opportunities, including proactive support and automated diagnostics
• Own support metrics production and business analytics, defining KPIs and delivering actionable insights
• Conduct supportability reviews and gap analyses during product design and launch phases
• Collaborate with Engineering on observability, logging, and self-service APIs
• Drive root cause analysis processes and advocate for permanent product fixes
• Establish and maintain comprehensive support analytics frameworks and reporting

Skills

Customer support leadership

SaaS support

Automation & analytics

Salesforce Service Cloud

Cross-functional collaboration

SQL

BI tools

Education

Bachelor's degree in Business, Computer Science, Engineering, or related field

Tools

Salesforce Service Cloud

Jira

Zendesk

Tableau

Looker

Power BI

SQL

Job description

For our client, we are seeking a Staff Customer Support Programs & Supportability Lead to join the team of a leader in the Telecommunications & Hardware space.

This role will shape and execute the strategy behind support operations, with a strong focus on process optimization, automation, and scalable service delivery. You will partner closely with Product Management and Engineering to improve supportability across the product lifecycle and strengthen the customer experience. The work will also center on building the analytics, metrics, and reporting needed to drive better decisions, reduce friction, and improve support outcomes.

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

Compensation: $154,000 – $180,000 annually

Responsibilities

• Lead strategy and execution of customer support initiatives focused on process optimization and automation
• Identify and implement support optimization opportunities, including proactive support and automated diagnostics
• Own support metrics production and business analytics, defining KPIs and delivering actionable insights
• Conduct supportability reviews and gap analyses during product design and launch phases
• Collaborate with Engineering on observability, logging, and self-service APIs
• Drive root cause analysis processes and advocate for permanent product fixes
• Establish and maintain comprehensive support analytics frameworks and reporting

Qualifications

• 10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software)
• Proven success in support tools, automation, knowledge management, and analytics at scale
• Strong experience collaborating with Product Management and Engineering on supportability initiatives
• Deep expertise with Salesforce Service Cloud; familiarity with Jira, Zendesk, and analytics tools (Tableau, Looker, Power BI, SQL)
• Demonstrated ability to improve CSAT, deflection rates, and support efficiency
• Excellent cross-functional leadership and stakeholder management skills
• Bachelor's degree in Business, Computer Science, Engineering, or related field (advanced degree or certifications preferred)

Benefits

• Inclusive team culture that values diversity
• Numerous career development opportunities
• Collaborative and innovative work environmentFlexible hybrid and remote work options
• Comprehensive health, vision, and dental insurance for employees and families
• Flexible vacation policy and generous parental leave

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.