Rockefeller Philanthropy Advisors is looking for a Manager - Customer Support to lead and shape a high-performing function within a dynamic SaaS environment. You will be responsible for driving customer satisfaction, implementing smart support systems, and fostering a culture of ownership across our remote-first global team.
What You'll Do
- Lead and grow a high-performing, remote-first customer support team with clear goals and a strong culture of ownership.
- Ensure world-class customer service by meeting and exceeding key metrics such as CSAT, SLA, and First Contact Resolution.
- Build scalable, ISO-ready support systems, including structured documentation and process optimization.
- Leverage automation and AI tools (e.g., Intercom bots, macros, workflows) to streamline operations and improve efficiency.
- Analyze support data to drive decision-making, reduce response/resolution time, and improve operational flow.
- Ensure 24/7 support readiness through shift planning and effective global team coordination.
- Collaborate with cross-functional teams such as Product, Engineering, and Customer Success to resolve issues and close feedback loops.
- Champion a culture of continuous improvement through quality assurance reviews, training, and root cause analysis.
What We're Looking For
- Minimum 8 years of experience in customer support.
- At least 2 years in a leadership role.
- Demonstrated success in managing and scaling B2B SaaS support teams in a fast-paced environment.
- Strong understanding of support performance metrics such as CSAT, SLA, NPS, and First Contact Resolution.
- Hands-on experience with tools like Intercom, Zendesk, Freshdesk, and AI-powered automation platforms.
- Proven ability to design, build, and optimize support processes from the ground up.
- Strong analytical, communication, and interpersonal skills with the ability to influence across teams.
- Comfortable operating in a remote, high-autonomy, and fast-changing environment.
Technical Stack
- Intercom
- Zendesk
- Freshdesk
- AI-powered automation platforms
Team & Environment
You will lead a remote-first global team.
Benefits & Compensation
- Remote-first work environment
- 5-day workweek with flexible working hours
- Comprehensive group medical insurance covering parents, spouse, and children
- Group accident coverage
- Company-sponsored work device
- Education reimbursement policy
Work Mode
This is a fully remote position open to candidates located in India.
Rockefeller Philanthropy Advisors is an equal opportunity employer.
