Customer Support Manager

Rogo • New York, NY

11d

About The Position

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.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 51-100 employees