Manager, Customer Support

About the Opportunity

The company’s mission is to broaden access to private markets by improving how these markets function through technology. Private assets such as commercial real estate, private equity, and venture capital represent a major part of the financial system, yet they are still out of reach for most people. The organization is digitizing this space to make it more efficient, transparent, and accessible, and it is looking for people who want to contribute to that goal in a values-led environment.

The company supports flexible ways of working, including fully remote arrangements as well as full-time office-based roles. Its digital-first operating model allows teams to collaborate across 27 U.S. states, 2 Canadian provinces, India, Luxembourg, and England. For those who prefer an office setting, there are physical locations in San Francisco, New York City, Mumbai, and Bangalore.

Role Overview

This position is an important leadership role within the Support team, which is responsible for delivering an exceptional experience to customers. The team goes beyond answering questions; it works as an extension of customers’ own teams, helping them achieve outcomes and turning customer feedback into better products and services.

The organization is going through a significant transformation, including a shift toward AI-enabled tools and new ways of working. It is seeking a strong people manager who develops team members deliberately, supports career growth, and recognizes that the support function is a key source of talent for the wider business.

The manager will lead through change, encourage adoption of new workflows, maintain a strong performance bar, and help build a team that people remember as a meaningful step in their careers. In partnership with support leadership, this person will strengthen team capability, improve operations, and ensure every customer interaction reflects the company’s standards.

Key Responsibilities

• Lead, coach, and support a team of Customer Support Specialists so they can help customers succeed with the company’s products.
• Set a clear direction for the team and bring together team expertise and feedback to support business goals.
• Develop team members thoughtfully by giving direct feedback, building their skills, and creating growth paths inside and outside the support function.
• Help the team navigate change as new AI tools, updated workflows, and evolving support expectations are introduced.
• Use AI-driven tools and support data to make decisions, improve workflows, and maintain strong customer and team performance.
• Monitor daily support patterns and ensure service-level targets are met across channels such as phone and email.
• Work closely with the team regularly and act as an escalation point for complex product and customer issues.
• Partner with cross-functional teams on efforts that improve product quality, support processes, and the overall customer experience.
• Own and improve team workflows, documentation, and operating processes so support quality can scale effectively.

Qualifications

• At least 2 years of people management experience, with proof of guiding teams through meaningful change.
• Experience leading in a fast-moving, outcomes-focused environment where customer relationships and team success were priorities.
• Ability to quickly understand complex software products and customer workflows, and act as a trusted knowledge source for the team.
• Strong motivation to deliver excellent support, paired with a positive, proactive mindset.
• Prior experience in a customer-facing role at a B2B or SaaS company that led to career progression.
• Strong communication skills and interpersonal effectiveness.
• Real interest in AI tools and their role in the future of support, along with experience encouraging adoption and improving AI fluency across a team.

Compensation and Benefits

Compensation includes base pay, bonus, equity, and a benefits package. The U.S. base salary range for this role is $94,000 to $117,500 USD. Final base salary will depend on factors such as experience, skills, and location, along with applicable local minimum pay requirements.

• Medical, dental, and vision coverage for you and your dependents
• Life insurance
• Mental wellness support
• Fertility and family-building benefits
• Flexible time off plus company-paid holidays
• Paid family leave, medical leave, and bereavement leave
• Retirement savings plans
• Budget to personalize your home office and technology setup
• Annual stipend for professional development

Additional Information

This opportunity is presented through a talent platform rather than a staffing agency. The platform is not the employer and does not make hiring decisions. Selecting apply will direct candidates to the platform to review the role and employer details.

The recruiter can share more information about compensation and benefits.