Customer Support Manager, APAC

About Rogo

Rogo is focused on reshaping global finance by equipping professionals at leading investment banks, private equity firms, and investment organizations with AI that improves speed, accuracy, and insight. The company is building more than better workflows — it is creating a new standard for enterprise AI in a critical industry.

With a fast-expanding international customer base, clear product-market fit, and support from top-tier investors, Rogo is scaling rapidly. The team is highly driven, takes ownership of difficult challenges, and stays centered on user outcomes. This is a strong fit for someone who enjoys a demanding, high-velocity environment and wants to help shape the future of finance.

Role Overview

Rogo is hiring its first Customer Support Manager for APAC. This person will be an important member of a growing support function, responsible for ensuring customers receive responsive, high-quality help. The role combines hands-on ticket handling with improving processes, systems, and support culture so the organization can scale effectively while maintaining precision and excellence.

Key Responsibilities

• Manage complex customer escalations and handle daily support queues while meeting service-level expectations and resolving issues promptly.
• Improve support efficiency and scalability by spotting opportunities for automation and process enhancement, then helping put those changes into practice.
• Work closely with Product, Engineering, and Go-to-Market teams to investigate issues and represent customer needs in product improvements.
• Collaborate with the US Customer Support Manager to coordinate and grow support operations across Rogo’s customer base.
• Review support data and trends to uncover performance issues, recurring customer frustrations, and opportunities to improve operations.
• Update and maintain standard operating procedures so support delivery remains consistent across regions and ready for growth.
• Support hiring, onboarding, and development of future team members as the support function expands.

Experience and Requirements

• At least 3 years of experience in customer support or user operations in a B2B SaaS or technology environment.
• At least 1 year of experience leading, mentoring, or guiding others in a fast-moving, high-volume support setting.
• Strong ambition and interest in joining an early-stage, fast-scaling company; this will be one of the first hires in the APAC region.
• Demonstrated ability to lift team performance through direct coaching, clear communication, and setting the standard through example.
• Strong organization and prioritization skills, with the ability to bring structure and clarity to complex work.
• Proven experience making support operations more efficient and higher quality.
• Comfort working with data to guide operational decisions and identify what needs attention.
• Strong commitment to excellent customer experiences and continuous operational improvement.

Who You Are

• You perform well in energetic, fast-paced environments and are excited by startup life.
• You are highly ambitious and enjoy solving difficult problems that others may see as unsolvable.
• You are naturally curious and interested in AI, technology, and finance.
• You take ownership, work independently, and handle ambiguity well.
• You work well with others and are organized, thoughtful, and kind.

Why Join Rogo

• Strong momentum: the company already has adoption with major financial institutions and still has significant room to grow.
• High-caliber team: you will work with exceptionally talented people across AI and finance.
• Meaningful challenge: the work involves applying AI to a highly consequential and technically demanding part of the financial world.
• Ownership from day one: you will be responsible for real areas of impact and see sophisticated users rely on your work.
• Frontier work: the company builds at the edge of what advanced AI models can do and turns that into trusted products.

Location

This is an onsite role based in Singapore.