Customer Support Specialist

About the role

Rogo is seeking its first Customer Support Specialist to join the fast-paced Support team. This role will handle customer queries, assist with root cause analysis, and contribute to operational efficiency and scalability.

Responsibilities

• Handle customer queries in our day-to-day support queues (chat and email), ensuring timely resolution of issues and adherence to Service Level Agreements (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 automations.
• Work collaboratively with Customer Support Managers to streamline and scale support alongside Rogo clientele.
• Collaborate across Product, Engineering, Sales, and Post-Sales teams to ensure stakeholders are informed and have visibility into Support context.

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.
• 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.
• An 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.

Qualifications

• 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.

Benefits

• 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-a-kind 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.