Customer Support Manager

ScOp Venture Capital LLC.; New York (NY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

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.

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.
• 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.

Skills

Team leadership

Customer support

SaaS experience

Data analysis

Process improvement

Coaching

Prioritization

Job description

At Rogo, we are building Wall Street's first true AI analyst. Our mission is to empower finance 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 not just improving financial workflows; we are redefining them from the ground up.

This is a unique opportunity to join a generational company at a key inflection point. With a rapidly growing 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 the mission. We operate with intensity, 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 Manager 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.

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.

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.