Customer Support Manager, APAC

Rogo
Singapore
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Leadership","Communication","Problem-solving","Analytical thinking","Collaboration"]

Lead APAC customer support for a fast-growing AI analytics platform. Balance day-to-day ticket management with process refinement, scale the team, and partner cross-functionally with Product, Engineering, and GTM. Refine SOPs, hire and develop the APAC team, and collaborate with the US Customer Support Manager to drive operational excellence and customer impact.

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FursaFursa
Rogo
Rogo
2 months ago

Customer Support Manager, APAC

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead APAC customer support for a fast-growing AI analytics platform. Balance day-to-day ticket management with process refinement, scale the team, and partner cross-functionally with Product, Engineering, and GTM. Refine SOPs, hire and develop the APAC team, and collaborate with the US Customer Support Manager to drive operational excellence and customer impact.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key 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.

Key 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.
  • •Proven ability to drive team performance through hands-on coaching, clear communication, and leading by example.
  • •Demonstrated experience improving support processes for greater efficiency and quality; analytical mindset with data-driven decision making.
  • •Ambitious to be an early hire at a fast-growing company and willing to build out and influence a future APAC team.
Experience:3+ years
Skills:LeadershipCommunicationProblem-solvingAnalytical thinkingCollaboration
Tech Stack:AI

Company Brief

Rogo
Provides an AI-driven research platform that automates consumer interviews, surveys, and qualitative insights to help product and marketing teams gather and analyze customer feedback faster.
Industry: Enterprise Software
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