NorthLadder is seeking a hands-on leader to deliver an exceptional experience for retail partners, frontline staff and customers across 20+ countries, 15+ languages and multiple time zones. Today, many processes rely on email, WhatsApp and manual coordination. Your mandate is to redesign them through explicit accountability, service standards, integrated workflows and AI-driven automation—creating a scalable operating model as the business grows. About NorthLadder NorthLadder is building the marketplace infrastructure for the second-hand smartphone industry. Our technology connects global brands, retailers, telcos and marketplaces with a competitive network of buyers, refurbishers and resellers. We work with Amazon, Apple, Samsung, Vodafone and MediaMarktSaturn. We operate in 20+ countries with 75+ partnerships. The Role Based in India and reporting into the leadership team, you will lead global partner-facing service delivery, from onboarding and go-live readiness through ongoing retail staff and customer support, issue resolution and feedback management. You will develop a multilingual team and partner with Partnerships, Operations, Product and Engineering to improve service quality and modernize delivery.

Key Responsibilities
1.



Global Partner Support & Enablement 2. AI & Automation Transformation 3. Service Excellence & Performance 4. Leadership & Scaling Who We Are Looking For
• 8–12 years in service operations, customer experience or operational transformation, including team leadership.
• Track record managing complex, high-volume, preferably multi-country service operations and measurable SLA improvements.
• Practical experience implementing service platforms, automation, AI-enabled workflows and process improvements, with measurable results.
• Analytical, commercially minded self-starter who can build from scratch and work across technology and business teams.
• Experience in technology marketplaces, e-commerce, fintech, telecom or retail is advantageous.
• Experience supporting B2B enterprise partners and account teams, coordinating cross-functional escalations and driving better service outcomes.
• Hands-on familiarity with Zoho Desk, Zendesk, Freshdesk or similar tools, and the ability to use service data to measure quality, SLA/TAT and automation impact. Interested candidates, please reach out at [email protected]

📌 Director - Global Partner Success (India)
🏢 NorthLadder
📍 India