Customer Support Specialist

Rogo•San Francisco, CA

About The Position

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 informs product improvements as we continue to scale.

Requirements

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.

Responsibilities

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.

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