Customer Support Manager, APAC

About the role

Rogo is hiring its first Customer Support Manager for the APAC region. You will lead a fast‑paced support team, balancing day‑to‑day ticket management with process refinement to ensure timely, high‑quality service for demanding financial‑technology users.

Key responsibilities

• Handle advanced customer escalations and manage daily support queues, meeting SLA targets.
• Identify and implement process optimizations and automation to improve operational efficiency and scalability.
• Partner with Product, Engineering, and Go‑to‑Market teams to triage issues and advocate for client‑impacting improvements.
• Collaborate with the US Customer Support Manager to streamline and scale support across the global client base.
• Analyze support metrics and trends to spot performance gaps, client pain points, and opportunities for improvement.
• Document and refine standard operating procedures to ensure global consistency.
• Assist in hiring, onboarding and developing new team members as the APAC organization grows.

Required profile

• 3+ years of experience in customer support or user operations within a B2B SaaS or technology environment.
• 1+ years in a team‑lead or mentorship role in a high‑volume support team.
• Demonstrated ability to drive team performance through hands‑on coaching and clear communication.
• Strong organizational and prioritization skills with a focus on creating structure and clarity.
• Experience improving support processes for greater efficiency and quality.
• Analytical mindset with experience using data to inform operational decisions.
• Passion for delivering best‑in‑class customer experience and operational excellence.