Customer Support Manager, APAC

About the role

Rogo, an AI platform for investment banks, private equity funds and investment firms, is hiring its first Customer Support Manager in APAC. The role balances day-to-day ticket management with process refinement, helping to refine the systems and culture of a growing support organization so that every client interaction reflects Rogo's commitment to speed, precision and excellence.

Key responsibilities

• Handle advanced customer escalations and manage daily support queues, ensuring timely resolution and adherence to SLAs
• Identify and help implement process optimizations and automation to improve efficiency and scalability
• Partner with Product, Engineering and Go-to-Market teams to triage issues and advocate for client-impacting improvements
• Work with the US Customer Support Manager to streamline and scale support
• Analyze support metrics and trends to spot performance gaps, client pain points and improvement opportunities
• Refine and document SOPs for global consistency and operational readiness
• Assist in hiring, onboarding and developing future team members

Required profile

• 3+ years of experience in customer support or user operations in a B2B SaaS or technology environment
• 1+ year in a team lead or mentorship role within a fast-paced, high-volume support team
• Proven ability to drive team performance through hands-on coaching and clear communication
• Demonstrated experience improving support processes for greater efficiency and quality
• Analytical mindset, with experience using data to inform operational decisions
• Passion for a best-in-class customer experience and operational excellence
• Autonomous, self-directed, and comfortable working with ambiguity