Customer Support Manager

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.

Why us?
CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world's top financial institutions globally.

In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We're a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don't just keep up we stay ahead.

We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one.

With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance.

Role Mission
As Customer Support Manager you will step into a critical role in a tight-knit but mighty team that supports some of the world's largest brands. You'll be a key part of our global support ecosystem, helping our growing customer base worldwide get the most from our cutting-edge Regulatory Intelligence SaaS platform.

Reporting to CUBE's Head of Customer Support, you will build and head up our Manila-based Customer Support team to form a key part of our 24/7 global support provision, including assuring weekend and holiday cover for our clients worldwide.

The ideal candidate will have extensive customer support management experience in a SaaS environment, in particular handling customer escalations with global enterprise customers. You will also have experience of coaching/mentoring all levels of support specialists, as well as experience of managing a remote team working shift patterns.

You'll bring a mix of technical expertise, top-tier communication and analytical mindset to handle complex queries, champion the customer voice, and liaise with experts across the business. Expect variety, ownership, and plenty of chances to grow.

Responsibilities

• Recruit, train, mentor and manage the Manila team of support specialists per evolving customer support demands, ensuring 24-hour cover is provided on weekends and to cover international holidays.
• Manage your team as they serve as the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share (you'll be the calm in their storm).
• Use your technical expertise and coaching skills to guide your team's efforts to investigate, qualify, and troubleshoot product issues - no two tickets are the same.
• Coordinate the Customer Support incoming case stream and case management processes in conjunction with other regional support managers, ensuring timely and effective resolution
• Own and manage P1 incidents and escalations, looping in L3 support as needed, and keeping comms crystal clear while documenting timelines and next steps.
• Develop and maintain close cross-functional relationships with Engineering, Product, Content and Operations teams to help drive cases to resolution and deliver smart solutions.
• Drive continuous improvement – help us optimise tools, documentation and processes across global teams.
• Keep customer satisfaction high and issue resolution time low - it's all about balance.

Qualifications And Experience

• 3+ years in a leadership role in a technical support team in a SaaS environment, supporting international enterprise clients (bonus points for compliance, or consultancy exposure).
• 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.
• Experience of working and managing 24-hour shift patterns to support 24/7 global operations
• A background supporting complex systems and applications, with a flair for breaking down technical details in a friendly, professional way.
• Experience of coaching and mentoring all levels of Support Specialists on day-to-day work, and providing insights on critical and blocking issues
• Strong sense of ownership, with drive and commitment to ensure team provides excellent customer service
• Expertise in handling customer escalations and resolving complex technical issues.
• Exceptional communication and organisational skills. You know when to Zoom in and when to escalate communication with customers.
• A proactive mindset - you're not just reacting to issues; you're identifying patterns and helping us improve.
• Experience in Agile environments and a strong grasp of incident, change, and release management workflows.
• Comfortable working in a fast-paced, ever-evolving tech space – bring the energy, we'll bring the support.

Interested?
If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE.

CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.