Customer support
Customer Support Specialist
Five levels from Support Associate to Head of Support, across seven competencies from solving tickets to running the function.
- 5 levels
- 7 competencies
Check-ins
Performance check-ins measured against the role, not a blank form
A career conversation in clear stages: the employee assesses themselves, the manager reviews and shares, and the record is locked once signed off.
Free plan · No credit card required
How it works
How a check-in runs
The employee rates themselves
Starting a check-in fills it with every skill the person's role requires and the level expected. They rate each one — Working towards, Meeting or Exceeding — and add a comment.
The manager reviews
Submitting notifies the manager. They rate each skill next to the self-rating, write a summary and pick an overall rating — or return it with a note asking for more.
Shared before the 1:1, completed after
The manager shares the review before the 1:1, so it is waiting at the top of the employee's dashboard with both halves side by side. After the conversation the manager completes it, and nobody can edit it any more.
Turn it into growth actions
A completed check-in picks out strengths and areas to improve, and the employee or their manager can raise growth actions straight from the skills that need work.
Permissions
Who does what
- Employees
- Starts their own check-in once they have a role and a manager, writes the self-assessment, and reads the manager's half when it is shared. Can delete it before submitting.
- Managers
- Rates every skill, writes the summary and overall rating, returns the check-in with a note when something is missing, shares it before the 1:1 and completes it afterwards.
- Managers further up
- See where each check-in in their part of the organisation stands, and open it once it has been completed.
- Admins
- Hand an unfinished check-in to a different manager when the reporting line changes, or delete one. They never edit what the employee or the manager wrote.
Good to know
The details
- A snapshot, not a moving target
- The skills, expected levels, role and manager are frozen when the check-in starts, so later edits to the framework never rewrite a review in progress.
- The overall rating stays the manager's call
- LadderKit suggests an overall rating from the skill ratings but never fills it in. The manager chooses it.
- A PDF once it is signed off
- A completed check-in downloads as a PDF that mirrors the page: the check-in summary with its skill map, growth actions, the manager's summary and every skill with both ratings.
- Every hand-over announces itself
- Every hand-over — submitted, returned, shared, completed — notifies the next person in the app and by email — or in Slack, if your organisation has chosen it — in their own language.
Keep exploring
Related
Templates to start from
Sales
Account Executive
Four levels from Associate to Principal AE, across six competencies from building pipeline to closing complex deals.
- 4 levels
- 6 competencies
Who it is for
For startups
Startups
For founders of 10–60-person startups setting up levels, their first managers and fair promotions.
For small businesses
Small businesses
For owner-run businesses where sales, support and operations need a career path as much as anyone — set up by the people who run the team.
Features
1:1 Meetings
The manager takes notes during each 1:1 and publishes the record afterwards. Follow-ups carry over, and the skills discussed tie it to the ladder.
Further reading
- Check-ins
How to run performance check-ins: cadence, structure and questions
How often to hold career check-ins, how to prepare, a 45-minute structure for the conversation and a list of questions to use — with an example and the mistakes to avoid.
Updated 1 October 2026
FAQ
Common questions
Who starts a check-in, the employee or the manager?
The employee. They need a role with skills attached and a manager; if anything is missing, LadderKit tells them what is blocking it so an admin can put it right.
What rating scale do check-ins use?
Three points per skill: Working towards, Meeting or Exceeding the level the role expects. The manager's overall rating uses the same three points.
What happens when a manager returns a check-in?
It goes back to the employee with the manager's note saying what is missing. They revise their self-assessment and submit it again.
Can anyone change a check-in after it is completed?
No. Its content is locked for everyone, admins included. An admin can still delete it, which also removes growth actions raised from it.
How often should we run check-ins?
As often as suits your team — LadderKit does not impose a cycle. The one rule is that each person has at most one check-in open at a time.
Run your next career conversation on the record
Start free, publish one framework, and the people on it can start their first check-in.
Free plan · No credit card required