Customer Support Operations Consultant

Job Description

Job Title: Customer Support Operations Consultant

Company: Ladders (Recruiting for a Telecommunications & Hardware Client)

Location: United States (Remote)

Employment Type: Full‑time

Salary: $100,700 – $160,900 annually

Experience Required: 5+ years in technology business development, pre-sales, or partnerships, plus 3+ years in IT Service Management (ITSM)

Role Overview

Ladders is recruiting a strategic Customer Support Operations Consultant on behalf of a premier client in the telecommunications and tech hardware sector. This remote consulting position centers on refining IT service workflows, engineering pre-sales pipelines for Managed Services, auditing competitive market landscapes, and establishing ITIL-aligned process maps to boost global service delivery.

Main Duties

• Architect and accelerate Managed Services business opportunities to secure a high-velocity enterprise contract pipeline.

• Design technical pre-sales collateral, specialized pitch decks, and service maps tailored to client technical requirements.

• Engineer and preserve ITIL-aligned service management frameworks, operational process maps, and procedural workflows.

• Lead discovery interviews with corporate stakeholders to extract operational requirements and pinpoint friction in the customer experience.

• Evaluate competitor operational setups and generate analytical performance updates regarding pipeline velocity and service delivery metrics.

Ideal Candidate Profile

• Education: University degree in Computer Science, Information Systems, Business Administration, or a closely matched technical discipline.

• Professional Background: Upward of 5 years driving technology pre-sales or corporate partnerships, augmented by at least 3 years explicitly designing architecture for IT Service Management (ITSM).

• Technical Mastery: Advanced familiarity with process mapping configurations like Visio, Lucidchart, PowerPoint, and high-level Excel data tools.

• Commercial Acumen: Strong capacity to apply fiscal principles during complex contract positioning, structural vendor conversations, and cross-functional agreements.

Value Proposition

• Highly competitive executive-tier compensation structure with full work-from-home independence

• Robust health security options covering medical, dental, and vision insurance profiles

• Future financial incentives including a 401(k) company matching plan and an Employee Stock Purchase Program (ESPP)

• Generous paid time off allotments, designated company holidays, and Paid Family Leave balances

How to Apply

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