Customer Support Manager, APAC

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.

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.