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Global Customer Experience Director

2 weeks ago

Manila, National Capital Region, Philippines CUBE Content Governance Global Limited Full time

CUBE is a global RegTech business that delivers innovative solutions to simplify the complex world of compliance for our clients. We are seeking a skilled Customer Support Manager - Philippines to join our team as part of 24/7 global support provision to CUBE customers and users of the CUBE platform worldwide.

The successful candidate will have 3+ years of experience in a leadership role in a technical support team in a SaaS environment, supporting international enterprise clients. They will also possess 6+ years of customer support experience, providing technical/functional application support to external customers, including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.

This role requires expertise in handling customer escalations and resolving complex technical issues. The candidate should also have experience of coaching and mentoring all levels of Support Specialists on day-to-day work, and providing insights on critical and blocking issues.

Key responsibilities include:

  • Recruiting, training, mentoring and managing the team of support specialists per evolving customer support demands.
  • Ensuring 24 hour cover is provided on weekends and to cover international holidays.

The successful candidate will be comfortable adapting to a fast-paced and rapidly changing business environment and have a strong sense of ownership, drive and commitment to ensure the team provides excellent customer service.