Customer Support Specialist

4 weeks ago

Manila, Philippines CUBE Full time

CUBE Manila, National Capital Region, Philippines

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Join to apply for the Customer Support Specialist - Metro Manila role at CUBE

CUBE is a global RegTech company that sets the standard for regulatory intelligence in the financial services industry. We provide our services through intuitive SaaS solutions powered by AI, simplifying the complex and ever-changing world of compliance for our clients.

Why us?

CUBE is a recognized leader in Regulatory Technology, trusted by top financial institutions worldwide. We experienced over 50% growth in 2024 through organic expansion and strategic acquisitions. Our fast-paced, innovative team continuously evolves our products, services, and operations. We foster a culture of ownership and professional growth, supported by a diverse team across 19 countries.

The Mission

As part of our expansion following recent acquisitions, we are scaling our customer support team. We seek a Customer Support Specialist who excels at problem-solving, collaboration, and delivering excellent support. You will be integral to our global support ecosystem, assisting clients with our SaaS platform that streamlines compliance for major financial entities. This shift-based role includes weekend and holiday coverage.

Where You Fit In

Reporting to the APAC Support Manager, you will utilize your technical skills, communication, and analytical mindset to handle complex queries, represent the customer voice, and collaborate with cross-functional teams. Expect diverse responsibilities, ownership, and growth opportunities.

What You’ll Be Doing
  • Be the first point of contact for enterprise clients via email, phone, or screen share, providing calm and professional support.
  • Investigate, qualify, and troubleshoot product issues.
  • Collaborate with Engineering, Product, Content, and Operations teams to resolve escalations.
  • Manage P1 incidents, coordinate with L3 support, and communicate clearly while documenting timelines and next steps.
  • Prepare reports for customers and stakeholders.
  • Work with Sales and Customer Delivery teams for smooth support handovers.
  • Contribute to continuous improvement of tools, documentation, and processes.
  • Maintain high customer satisfaction and quick issue resolution.
What You Bring
  • At least 2 years of experience in customer support, preferably with SaaS, compliance, or consultancy background.
  • Experience supporting complex systems and explaining technical details clearly.
  • Proactive approach to identifying patterns and improving processes.
  • Strong communication and organizational skills.
  • Experience with Agile methodologies and incident, change, and release management.
  • Ability to thrive in a fast-paced, evolving tech environment.
Perks & Benefits
  • Work on impactful technology in financial compliance.
  • Collaborative team environment where your ideas matter.
  • Opportunities for career development and learning.
  • Flexible work arrangements.
Interested?

If passionate about leveraging technology in regulatory compliance and meeting the qualifications above, apply with your resume. CUBE is an equal opportunity employer committed to diversity and inclusion.

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