Customer Support Manager, APAC

The role

You will manage day-to-day support queues and handle advanced customer escalations. You will also refine support processes, analyze metrics, and partner with cross-functional teams to improve the client experience.

What you will do

• Handle advanced customer escalations and manage day-to-day support queues.
• Ensure timely resolution of issues and adherence to SLAs.
• Identify and help implement process optimizations and automation.
• Partner cross-functionally with Product, Engineering, and Go-to-Market teams.
• Analyze key support metrics and trends.
• Refine and document standard operating procedures (SOPs).
• Assist in the hiring, onboarding and development of future new team members.

Required qualifications

• 3+ years of experience in customer support or user operations within a B2B SaaS or technology environment.
• 1+ years of experience in a team lead or mentorship role within a fast-paced, high-volume support team.
• Ability to drive team performance through hands-on coaching, clear communication, and leading by example.
• Exceptional organizational and prioritization skills.
• Experience improving support processes for greater efficiency and quality.
• Analytical mindset with experience using data to inform operational decisions.
• Passion for delivering a best-in-class customer experience.

About the company

Rogo aims to transform global finance by empowering professionals at investment banks, private equity funds, and investment firms with AI. The company is scaling quickly and defining a new category of enterprise AI.