AI-Driven FinTech Support Manager

ScOp Venture Capital LLC.; New York (NY); Hybride; USD 110 000 - 170 000; Plein temps

Résumé du poste

Rogo is building Wall Street's first true AI analyst. We are seeking a Customer Support Manager to join our fast-paced team and ensure an exceptional client experience as we scale.

You will balance day-to-day ticket management with process refinement, drive operational efficiency, and partner with Product, Engineering, and GTM teams to triage issues. This is a high-impact early hire opportunity to shape a growing support organization.

Qualifications

• 3+ years of experience in customer support or user operations in a B2B SaaS or tech environment.
• 1+ years in a team lead or mentorship role within a fast-paced, high-volume support team.
• Strong user-focused mindset with coaching ability and initiative.
• Proven ability to drive team performance through hands-on coaching, clear communication, and leading by example.
• 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.

Responsabilités

• 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.
• 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.

Connaissances

Team leadership

Customer support

SaaS experience

Data analysis

Process improvement

Coaching

Prioritization

Description du poste

Rogo is building Wall Street's first true AI analyst. We are seeking a Customer Support Manager to join our fast-paced team and ensure an exceptional client experience as we scale.

You will balance day-to-day ticket management with process refinement, drive operational efficiency, and partner with Product, Engineering, and GTM teams to triage issues. This is a high-impact early hire opportunity to shape a growing support organization.