Customer Support Specialist
Primary stack
Nice to have's
Job description
About the Position
Customer Support Specialist
About CUBE
CUBE is a global regulatory intelligence company, helping financial institutions navigate the complexity of regulatory change through technology, data, and expertise. Our Customer Support team ensures customers get the most from our platform and receive fast, accurate, and clear support whenever they need it.
About the Role
We’re looking for a Customer Support Specialist to join our Manila-based Customer Support team. You’ll be the expert voice behind our platform, resolving complex queries and troubleshooting issues for customers around the world. Your work directly shapes customer satisfaction, retention, and sustainable account growth.
You’ll work alongside colleagues across Support, Product, Engineering, and Customer Success, and report to the Customer Support Manager (US). If you enjoy solving problems, explaining technical details in a friendly and professional way, and championing the customer inside the business, this role is for you.
Responsibilities
Support & Troubleshooting
- Investigate, qualify, and troubleshoot product issues, providing expert technical and product support
- Maintain deep platform knowledge so you can demonstrate key functions and advise on best practice
- Document solutions and contribute to the knowledge base
Escalations & Customer Relationships
- Manage customer expectations and retention by anticipating risks, addressing issues early, and escalating effectively
- Own escalated issues and drive them to swift resolution with clear, timely communication
- Build strong cross-functional relationships across the company to resolve complex cases and meet customer SLAs
Insight & Improvement
- Identify patterns in support requests and recommend product or process improvements
- Translate customer requirements, feedback, and priorities into clear delivery actions and product inputs
- Work with the team to improve tools, processes, and documentation
Requirements
Essential
- Some experience in a customer-facing support role, preferably Enterprise (SaaS is a bonus)
- A background supporting complex systems and applications, with a flair for explaining technical details in a friendly, professional way
- Previous experience or knowledge of APIs
- A proven ability to build collaborative relationships across teams
- A strong sense of ownership and commitment to excellent customer service
- Organised, with a strong focus on accuracy, deadlines, and timely delivery
- Confidence in presenting complex problems or unwelcome messages to clients and stakeholders
- Comfort in a fast-paced, rapidly changing environment
- Ability to work a US-aligned night shift covering the Mountain time zone
Nice to Have
- Previous experience or knowledge of compliance
- Background in FinTech, SaaS, or regulatory/financial services
Skills & Competencies
- Stakeholder Management & Communication: Communicates clearly and builds productive relationships with colleagues, stakeholders, and customers
- Collaboration & Influence: Works effectively across multi-disciplinary, global teams to achieve shared objectives
- Problem Solving & Critical Thinking: Analyses complex challenges, evaluates options, and implements pragmatic solutions
- Time Management & Prioritisation: Manages multiple customer requirements at once and meets agreed deadlines
- Quality & Attention to Detail: Maintains high standards of accuracy and thoroughness
- Adaptability & Resilience: Responds positively to change and maintains performance under pressure
- Customer Focus: Understands customer needs and delivers service that meets or exceeds expectations
- Continuous Learning: Actively pursues learning opportunities to improve performance and adapt to change
How Success Is Measured
- Consistent, timely, high-quality delivery of assigned work
- Positive contribution to customer satisfaction and engagement
- Active engagement in team learning, process improvement, and support best practices
- Demonstrated growth in skills and expertise
- Positive contribution to team culture and collaboration
Working Arrangements
- Location: Manila, Philippines
- Work mode: Hybrid, with onsite attendance as and when the business demands
- Hours: Standard US working hours, 10:30PM to 7:30AM Manila time
- Reports to: Customer Support Manager (US)
Why Join CUBE?
- Meaningful work: Help financial institutions around the world navigate regulatory change
- Expert-level exposure: Build deep knowledge of a complex regulatory intelligence platform
- Collaborative team: Work closely with Support, Product, Engineering, and Customer Success colleagues globally
- Influence: Your customer insights feed directly into product and process improvements
- Growth: Take on increasing responsibility and ownership as your expertise develops
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.
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