Customer Support Specialist, EMEA

Rogo; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Rogo, a fast-growing AI fintech, is hiring its first Customer Support Specialist for the EMEA region. You will engage with clients via chat and email, resolve issues, and ensure timely responses while maintaining high SLAs.

Join a startup that values ownership, collaboration, and data-driven improvements, and help shape scalable support as Rogo expands with premier financial clients.

Qualifications

• 1+ years in customer support or user operations in B2B SaaS.
• Ambitious to be an early hire at a fast-growing company.
• Strong organizational and prioritization skills.
• Excellent verbal and written communication with attention to detail.
• Interest in financial markets, AI, and staying up-to-date.
• Analytical mindset using data to inform decisions.
• Passion for delivering best-in-class customer experiences.

Responsibilities

• Handle customer queries via chat and email, meeting SLAs.
• Diagnose root causes and provide clear workarounds.
• Suggest process optimizations and automation to scale.
• Collaborate with Customer Support Managers to scale support.
• Coordinate with Product, Engineering, Sales, and Post-Sales to share context.

Skills

Customer support

Ambitious

Organizational skills

Communication

Interest in AI

Autonomy

Teamwork

Job description

Why Rogo

Our mission is to transform 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're not just improving financial workflows; we're redefining them.

This is a unique opportunity to join a generational company driving transformation in one of the most important industries in the world. With a rapidly growing, global client base, proven product-market fit, and backing from world-class investors, we are scaling quickly and defining a new category of enterprise AI.

Our team is sharp, motivated, and deeply committed to Rogo’s mission. We take ownership of complex problems and stay relentlessly focused on our users. If you thrive in a fast-paced environment, demand excellence, and want to help build the future of finance, we invite you to join us.

The Role
Rogo is seeking our first Customer Support Specialist, EMEA to be a key player on our fast-paced Support team, ensuring we deliver an exceptional experience for our clients. You will provide client support through chat and email to existing Rogo clients, working at the front lines to provide assistance to clients in need. Pain points and feedback surfaced directly informs product improvements as we continue to scale.

What You Will Own

• Handle customer queries in our day-to-day support queues (chat and email), ensuring timely resolution of issues and adherence to SLAs.

• Assist clients and teammates to diagnose root causes and provide clear workarounds where needed.

• Contribute to operational efficiency and scalability by identifying process optimizations and automation.

• Work collaboratively with our Customer Support Managers to streamline and scale support alongside Rogo clientele.

• Work collaboratively across Product, Engineering, Sales and Post-Sales to ensure stakeholders are informed and have visibility into Support context.

What You Will Need

• 1+ years of experience in customer support or user operations within a B2B SaaS or technology environment.

• 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.

• Exceptional organizational and prioritization skills within an ambiguous environment and high-volume queues.

• Excellent verbal and written communication skills with a keen eye for detail.

• Excitement and interest to stay up-to-date and interested within the financial and AI markets.

• 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.

• You are ambitious. You have fun solving problems that others think are impossible.

• You are curious. You find joy in learning about AI, technology, and finance.

• You are an owner. You are autonomous, self-directed, and comfortable working with ambiguity.

• You are collaborative, organized, thoughtful, and kind.

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.

• Extraordinary team: we take talent density seriously. You'll do the best work of your career alongside some of the sharpest people in AI and finance.

• A one-of-one problem: bringing AI to the core of how Wall Street works is one of the most ambitious, technically demanding, and consequential problems today. There is nowhere else you can work on it at this scale.

• Real ownership: You'll own real surface area and watch the world's most sophisticated users rely on your work.

• Always at the frontier: we work at the edge of what the best models can do and turn it into products people trust. If you're obsessed with AI, this is where it's happening.

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