Rockefeller Philanthropy Advisors is looking for a Lead, Global Support to lead and enhance global support operations for a fast-growing tech education organization. You will manage support tools, optimize AI-driven workflows, and ensure exceptional service experiences for learners worldwide.
What You'll Do
- Manage and update CRM configurations to align with evolving workflows and operational requirements.
- Own the Help Center and Knowledge Base, ensuring content is accurate, comprehensive, and accessible.
- Lead the training, management, and optimization of AI chatbot functions to improve self-service and response efficiency.
- Serve as the primary contact for vendors and third-party collaborators to discuss enhancements and process improvements.
- Develop and maintain data reports and dashboards to monitor support performance and identify trends.
- Provide operational support and assist with technical ticket resolution as needed to ensure team success.
- Analyze support data regularly to identify and implement process improvements and AI-driven solutions.
- Participate in strategic projects aligned with organizational goals and contribute to establishing effective work procedures.
- Advocate for learners and support the company vision through clear communication and presentations to leadership.
What We're Looking For
- Minimum 2 years of experience as a Tech Support Specialist or similar role.
- At least 2 years of customer service or support experience.
- Familiarity with Zendesk or equivalent customer support software.
- Basic knowledge of AI concepts and practical applications.
- Excellent written and verbal communication skills.
- Strong organizational skills with the ability to prioritize and manage multiple initiatives.
- Empathetic, patient, and compassionate approach to learner support.
Nice to Have
- Training certifications are a plus.
Technical Stack
- Zendesk or equivalent customer support software.
Benefits & Compensation
- Flexible remote work with optional in-person collaboration spaces.
- Flexible working hours to promote work-life balance.
- Paid time off and quarterly wellness days.
- Comprehensive medical insurance coverage for employees and dependents.
- Access to employee wellness resources and platforms such as Headspace.
- Personalized career development opportunities.
- Unlimited access to online learning Nanodegrees.
- Inclusive and supportive work environment focused on diversity, equity, and inclusion.
Work Mode
This is a remote position based in India. The company culture is remote-first and focused on diversity, equity, and inclusion.
Rockefeller Philanthropy Advisors is an equal opportunity employer.
