Customer Support Operations Consultant
Posted:
Position: Customer Support Operations Consultant
Date Posted: July 9, 2026
Industry: Telecommunications / Hardware / IT Services / Customer Support Operations
Employment Type: Full Time
Experience: 5+ Years in Business Development, Pre-Sales, or Strategic Partnerships in Technology or Professional Services; 3+ Years in IT Service Management
Qualification: Degree in Computer Science, Information Systems, Business, or Related Field
Salary: $100,700 – $160,900 annually
Location: United States, REMOTE
Company: Ladders
Description:
Ladders is seeking a Customer Support Operations Consultant for a client operating in the Telecommunications and Hardware industry. This role focuses on improving operational execution, service quality, efficiency, safety, and measurable business outcomes through strategic support and process improvements.
The selected candidate will collaborate with field leadership, support teams, and cross-functional stakeholders to strengthen accountability, enhance service delivery, and improve operational consistency. This position provides an opportunity to influence customer experiences, operational growth, and organizational performance within a technology-driven environment.
Key Responsibilities:
• Drive Managed Services opportunity development to create and maintain a strong business pipeline.
• Develop opportunity-specific pre-sales materials aligned with customer requirements and business objectives.
• Manage end-to-end pre-sales support activities in collaboration with sales teams.
• Analyze competitor strategies and provide valuable market insights to support business decisions.
• Prepare reports related to pipeline performance, business development activities, and operational metrics.
• Design and maintain ITIL-aligned service management processes.
• Develop service management documentation, including process maps, workflows, and operational procedures.
• Collaborate with internal teams and stakeholders to improve service delivery and operational effectiveness.
Requirements:
• Degree in Computer Science, Information Systems, Business, or a related field.
• 5+ years of experience in business development, pre-sales, or strategic partnerships within technology or professional services.
• 3+ years of experience in IT Service Management with a focus on process design and architecture.
• Proven ability to apply commercial principles during business agreement negotiations.
• Experience leading customer interviews to gather operational requirements.
• Strong understanding of customer experience analysis across service interactions.
• Proficiency with productivity and process mapping tools such as PowerPoint, Excel, Visio, or Lucid.
Benefits:
• Comprehensive medical, dental, and vision plans.
• 401(k) retirement plan with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Paid holidays, sick leave, and vacation time.
• Paid Family Leave and other applicable leave benefits in accordance with employment laws.
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