Customer Support Manager, APAC

Rogo; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Rogo is looking for a Customer Support Manager to lead its support team in Singapore. This role requires at least 3 years of experience in customer support within B2B SaaS and a proven track record in leadership. You will manage escalations, improve processes, and collaborate with cross-functional teams. Join Rogo and help shape the support organization with your exceptional skills and passion for customer experience in a fast-growing tech environment.

Qualifications

• 3+ years of experience in customer support or user operations within B2B SaaS.
• 1+ years in a team lead or mentorship role.
• Proven ability to drive performance through hands-on coaching.

Responsibilities

• Manage customer escalations and support queues.
• Contribute to operational efficiency and implement process optimizations.
• Analyze support metrics and identify performance gaps.

Skills

Customer support experience

Team leadership

Operational efficiency

Analytical mindset

Communication

Job description

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.

• 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?

• Exceptional traction: strong PMF with the world's largest investment banks, hedge funds, and private equity firms.

• World‑class team: we take talent density seriously. We like working with incredibly smart, driven people.

• Velocity: we work fast, which means you learn a lot and constantly take on more.

• Frontier technology: we’re developing cutting‑edge AI systems, pushing the boundaries of reinforcement learning and published research, redefining what’s possible, and inventing the future.

• Cutting Edge Product: Our platform is state‑of‑the‑art and crazily powerful. We’re creating tools that make people smarter, reinventing finance works.