Contact Us Ladders AI

Why You Might Want to Contact Us

Sometimes things don’t work exactly as you expect, and that’s okay. Whether the AI matching feels off, interview scheduling doesn’t sync, or you just want to understand how our system handles bias in job recommendations—we get it. Our platform runs some pretty complex automation behind the scenes, so questions and hiccups happen. But no worries, we’re just a message away and ready to help you navigate it all.

How to Find Us on the Platform

Once you’re logged in, it’s pretty easy to reach out. Look for the “Help” or “Support” links tucked right in the top navigation bar. Clicking there shows you all the ways to contact us, including live chat and email. Plus, if you’re stuck on a particular feature—say, setting up interview reminders—you’ll see little help icons or “Need help?” links right where you need them. It’s all about making support feel less like a maze and more like a helpful nudge.

Here’s what you can expect from the direct contact options:

• Live chat support: Real-time help during business hours (EST).
• Email support: Great for detailed issues, with a usual 24-hour turnaround.
• Phone support: For those urgent problems that just can’t wait.
• Help Center: Self-service articles and guides you can search anytime.

Email Support: What Works Best

Email is perfect when you need to share screenshots or explain a problem in detail. When you send a message, including your account email, what you’re trying to do, and any error messages really speeds things up. If you’re troubleshooting, letting us know your browser and what you’ve already tried helps too. That way, we can dive right into a solution without going back and forth.

What to Include in Your Email

• Your registered email address
• A clear description of the problem or question
• Any error messages or unexpected behavior
• Relevant screenshots or screen recordings
• Browser and device info if it’s a technical issue

We usually respond within 24 hours, but during big updates or busy times, it might take a bit longer. Heads up: Monday mornings and post-release days tend to be our busiest.

Live Chat: Fast and Focused Help

Our live chat is available weekdays from 9 AM to 6 PM EST and is built right into the platform. No downloads, no extra accounts—just click the chat bubble in the bottom right corner once you’re logged in. The chat routes you to specialists depending on what you need—whether it’s interview automation, job matching, or account questions.

One feature we really like is that your chat history is saved, so you can always refer back to previous conversations without hunting through emails.

Phone Support: When It’s Urgent

Sometimes you just need to talk to someone, especially if a technical issue is blocking your job search or hiring process. Our phone support is available Monday through Friday from 10 AM to 5 PM EST. You’ll find the number inside your account settings under “Contact Support.”

When to Use Phone Support

• Platform outages or major technical glitches
• Interview scheduling problems that need quick fixes
• Account security concerns
• Billing or payment issues that require immediate attention

The phone team can access your account info after verification, so they can often fix things in real-time instead of going back and forth through emails.

Self-Help with Our Knowledge Base

Before reaching out directly, you might want to check our help center. We built it to cover most common questions and troubleshooting steps. It’s searchable, so typing in keywords usually gets you answers fast. We keep it updated based on what users ask about most.

Topics You’ll Find

• Getting started with the platform
• How AI job matching works
• Setting up and troubleshooting interview automation
• Managing your account and privacy settings
• Security and data protection basics

Also, many routine tasks like profile updates or notification preferences can be handled right from your dashboard—no need to wait for support.

Handling Bugs and Feedback

If you spot a bug or want to suggest improvements, we have dedicated forms to make sure your input reaches the right team quickly. Bug reports ask for details like steps to reproduce the issue, what you expected versus what happened, and any browser or device info. We even provide tracking numbers so you can follow progress.

User feedback has helped us refine AI matching and add interview scheduling features, so don’t hesitate to share your thoughts.

What to Expect: Response Times and Escalations

We aim to respond realistically so you’re not left wondering. Here’s a quick look at typical timelines:

• Live Chat: Immediate during business hours, most issues wrapped up within 15 minutes.
• Email: Usually within 24 hours; complex matters may take a few business days.
• Phone: Immediate for urgent cases during support hours.

If your issue is tricky or technical, it might get escalated to our engineering or AI teams. You’ll get updates about who’s handling it and what the next steps are—no guesswork.

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