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Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details. About the Opportunity The organization's mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. The organization is digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – the organization wants to hear from you. The company offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of its physical offices. The organization invests heavily in digital-first operations, allowing its teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. The organization also has physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time. About Your Role This role is a critical part of the Support team, which is focused on providing a best-in-class support experience to all the organization's customers. The team doesn't just answer questions — they work as an extension of customers' own teams, serving as thinking partners who help them reach successful outcomes and translating their needs into better products and solutions. That relationship is something customers genuinely value, and it sets the bar for what the organization hires and develops toward. The organization is in an active period of transformation as it rewires how the team operates around AI tools, evolving what great support looks like, and raising the ceiling on what a support team can deliver. The organization is looking for an exceptional people manager who develops people with intention: someone who invests in individuals' career growth and understands that this team is a critical talent engine for the broader company. This role will lead through change, drive adoption of new ways of working, and hold a high bar for outcomes — all while building the kind of team that people grow from and look back on as a turning point in their careers. This role will work alongside Support leadership to build team capability, improve how the organization operates, and ensure every customer interaction reflects the standard the organization is building toward. What You’ll Do Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using the organization's products. Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving the organization's goals. Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team. Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along. Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes. Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc). Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues. Collaborate with various teams on initiatives that enhance the quality of the organization's product, processes, and overall customer experience. Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality. Qualifications 2+ years of management experience with a demonstrated track record of leading teams through meaningful change. Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success. Able to learn complex software products and customer workflows quickly, serving as knowledge resource on the organization's products and customers for the team. Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into high team engagement. Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement. Excellent communicator with strong interpersonal skills. Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage. Compensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $94,000 - $117,500 USD. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. Benefits include: Health, dental, and vision care for you and your family Life insurance Mental wellness coverage Fertility and growing family support Flex Time Off in addition to company-paid holidays Paid family leave, medical leave, and bereavement leave policies Retirement saving plans Allowance to customize your work and technology setup at home Annual professional development stipend The recruiter can provide additional details about compensation and benefits.