Customer Support Specialist San Francisco 13

rogo.ai; San Francisco (CA); On-site; USD 70,000 - 110,000; Full time

Job summary

Rogo.ai is building AI-powered finance tools for top banks, private equity funds, and investment firms. We are seeking our first Customer Support Specialist to join a fast-growing team and help deliver an exceptional client experience via chat and email.

You will own day-to-day support queues, diagnose issues, and provide clear workarounds. You will collaborate with Product, Engineering, Sales and Post-Sales to scale support as we grow in APAC.

Qualifications

• 1+ years of experience in customer support or user operations in a B2B SaaS or technology environment.
• Ambitious, early-hire mindset at a fast-growing company, with APAC region focus.
• Excellent organizational and prioritization skills in high-volume queues.
• Excellent verbal and written communication skills with attention to detail.
• Interest in AI, technology, and finance trends.
• Data-driven mindset with ability to inform operational decisions.
• Passion for delivering best-in-class customer experience and operational excellence.

Responsibilities

• Handle customer queries in chat and email, ensuring timely resolution and SLA adherence.
• Assist clients and teammates to diagnose root causes and provide workarounds.
• Identify process optimizations and automation to improve efficiency and scalability.
• Collaborate with Customer Support Managers to scale support for a growing client base.
• Coordinate with Product, Engineering, Sales and Post-Sales to keep stakeholders informed.

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 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 inform 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. You will be one of the first Rogo employees in the APAC region.
• 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.