Customer Support Manager, APAC

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.

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; 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

Requirements

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