Customer Support Manager

About the Company

Rogo is transforming global finance by empowering professionals at the world's top investment banks, private equity funds, and investment firms with AI that delivers unparalleled speed, accuracy, and insight. We are a fast-growing enterprise AI company redefining financial workflows.

Responsibilities

• Handle advanced customer escalations and manage day-to-day support queues to ensure timely resolution and SLA adherence
• Identify and implement process optimizations and automation to improve operational efficiency
• Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage issues and advocate for client improvements
• Collaborate with the US Customer Support Manager to streamline and scale support operations
• Analyze support metrics and trends to identify performance gaps and client pain points
• Refine and document standard operating procedures (SOPs) for global consistency
• Assist in the hiring, onboarding, and development of future team members

Requirements

• 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 high-volume support team
• Proven ability to drive team performance through coaching and clear communication
• Demonstrated experience improving support processes for efficiency and quality
• Analytical mindset with experience using data to inform operational decisions
• Exceptional organizational and prioritization skills