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Customer Support Manager, APAC

Rogo· GTM
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SingaporeFull-timePosted 5mo ago

About the role

Rogo is seeking its first Customer Support Manager in APAC to lead a fast-paced support team, manage day-to-day ticketing, and drive process refinement and scalability while partnering with Product, Engineering, and Go-to-Market teams to deliver exceptional client support for a demanding APAC client base.

Responsibilities

  • 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.

Qualifications

  • 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.
  • Ambitious with the desire to be an early hire at a fast-growing company and to help build out a future APAC team.
  • 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.
  • Passion for delivering a best-in-class customer experience and a relentless drive for operational excellence.

Skills

Required:Customer support leadershipTicketing and SLA managementProcess improvement and automationCross-functional collaborationData-driven decision making
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Rogo

Secure AI for Finance Professionals

Rogo is the secure generative AI platform built for elite financial institutions. Save time, unlock insights and automate workflows in days.

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