Customer Support Manager APAC
Enterprise AI platform for financial institutions, providing agentic research, analysis, workflow automation, and client-ready deliverables.
Funding history
About Rogo
Rogo builds bespoke, enterprise-grade AI systems for financial workflows, including research, analysis, modeling, reporting, and deal work. Its platform emphasizes financial-domain models, integrated firm and market data, auditability, governance, and security.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage advanced customer escalations and day-to-day support queues while meeting service-level agreements. You will improve support processes and automation, partner with product and engineering to resolve issues, analyze support metrics, document procedures, and help hire, onboard, and develop future support staff.
Requirements
- 3+ years of customer support or user operations experience in B2B SaaS or technology
- 1+ years of team lead or mentorship experience in a high-volume support team
- Hands-on coaching and team-performance leadership
- Support process improvement
- Data-informed operational decision-making
- Organizational and prioritization skills
- Customer experience and operational excellence
Responsibilities
- Handle advanced customer escalations and day-to-day support queues
- Ensure timely issue resolution and adherence to SLAs
- Identify and implement process optimizations and automation
- Partner with Product, Engineering, and Go-to-Market teams to triage issues
- Collaborate with the US Customer Support Manager to scale support
- Analyze support metrics and trends
- Refine and document standard operating procedures
- Assist with hiring, onboarding, and development of future team members