Rockefeller Philanthropy Advisors is hiring a Senior Customer Solutions Specialist to serve as a trusted partner to our high-value private equity clients. In this remote role based in Luxembourg, you will solve complex issues and ensure an exceptional product experience while collaborating across Product, Engineering, and Customer Success teams to help establish and scale our EMEA operations.
What You'll Do
- Deliver timely and high-quality technical assistance via email, phone, Zoom, and chat to ensure customer success.
- Develop deep expertise in the platform and private markets industry to guide users across core product areas.
- Act as a trusted advisor to private equity clients, strengthening relationships and driving user satisfaction.
- Collaborate closely with Customer Success, Product, and Engineering to resolve complex issues and improve customer experience.
- Lead onboarding support, conduct client meetings, and assist with implementation as needed.
- Advocate for customers by sharing feedback to influence product roadmap and feature improvements.
- Handle high-impact support cases independently, managing escalations and maintaining high CSAT scores.
- Support team growth by mentoring peers and contributing to an inclusive, knowledge-sharing culture.
What We're Looking For
- 4–6+ years of relevant professional experience.
- Strong written and verbal communication skills, with an empathetic and solutions-oriented approach.
- Demonstrated troubleshooting and problem-solving capabilities with a technical aptitude.
- Proven ability to manage time effectively, multitask, and prioritize in a dynamic environment.
- Experience handling high-stakes customer issues and working cross-functionally.
- Comfortable working Lux business hours, with occasional flexibility for late meetings.
- Team-first mindset with resilience and a passion for continuous improvement.
Nice to Have
- Bachelor’s degree in Finance, Accounting, Economics, MIS, or a business-related discipline.
- Experience ideally in SaaS, fintech, or client services.
Team & Environment
You'll work in a collaborative global environment, partnering cross-functionally with Customer Success, Product, and Engineering teams to drive customer solutions.
Benefits & Compensation
- Compensation: €40,000 to €55,000 depending on experience and location, plus equity participation.
- Equity participation in a fast-growing technology company.
- Supplemental health and dental coverage for employees and dependents.
- Generous paid time off and recognized public holidays.
- Paid family, medical, and bereavement leave.
- Pension plan contributions.
- Annual professional development stipend to support your growth.
Work Mode
This is a remote position based in Luxembourg.
