Customer Support Manager, APAC

Job description

Why Rogo Our mission is to transform global finance by empowering professionals at the world's top investment banks, private equity funds, and investment firms with AI that delivers unparalleled speed, accuracy, and insight. We're not just improving financial workflows; we're redefining them. This is a unique opportunity to join a generational company driving transformation in one of the most important industries in the world. With a rapidly growing, global client base, proven product-market fit, and backing from world-class investors, we are scaling quickly and defining a new category of enterprise AI. Our team is sharp, motivated, and deeply committed to Rogo’s mission. We take ownership of complex problems and stay relentlessly focused on our users. If you thrive in a fast-paced environment, demand excellence, and want to help build the future of finance, we invite you to join us. The Role Rogo is seeking our first Customer Support Manager in APAC to be a key player on our fast-paced support team, ensuring we deliver an exceptional experience for our clients. You will balance day-to-day ticket management with process refinement, ensuring our team consistently delivers timely, high-quality support to our demanding user base. You will play a critical role in refining the systems and culture of a growing support organization, ensuring every client interaction reflects Rogo’s commitment to precision, speed, and excellence. What You Will Own - Handle advanced customer escalations and manage day-to-day support queues, ensuring timely resolution of issues and adherence to SLAs. - Contribute to operational efficiency and scalability by identifying and helping implement process optimizations and automation. - Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage issues and advocate for client-impacting improvements. - Work collaboratively with our US Customer Support Manager to streamline and scale support alongside Rogo clientele. - Analyze key support metrics and trends to identify performance gaps, client pain points, and opportunities for process improvement. - Refine and document standard operating procedures (SOPs) to ensure global consistency and operational readiness. - Assist in the hiring, onboarding and development of future new team members to support future growth. What You Will Need - 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. - Highly ambitious, with a desire to be an early hire at a fast-growing company, with the opportunity to build out and influence a future team. You will be one of the first Rogo employees in the APAC region. - Proven ability to drive team performance through hands-on coaching, clear communication, and leading by example. - Exceptional organizational and prioritization skills; thrives on creating structure and clarity. - Demonstrated experience improving support processes for greater efficiency and quality. - Analytical mindset with experience using data to inform operational decisions. - A passion for delivering a best-in-class customer experience and a relentless drive for operational excellence. WHO YOU ARE - You thrive in fast-paced environments. You are high-intensity and care a lot about what you do, and you're ecstatic to work at a startup. - You are ambitious. You have fun solving problems that others think are impossible. - You are curious. You find joy in learning about AI, technology, and finance. - You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity. - You are collaborative, organized, thoughtful, and kind. WHY JOIN ROGO? - Up and to the right: Rogo has strong product adoption with the world's leading financial institutions, and we are still early. The upside is enormous. - Extraordinary team: we take talent density seriously. You'll do the best work of your career alongside some of the sharpest people in AI and finance. - A one-of-one problem: bringing AI to the core of how Wall Street works is one of the most ambitious, technically demanding, and consequential problems today. There is nowhere else you can work on it at this scale. - Real ownership: You'll own real surface area and watch the world's most sophisticated users rely on your work. - Always at the frontier: we work at the edge of what the best models can do and turn it into products people trust. If you're obsessed with AI, this is where it's happening.