Customer Support Specialist

CUBE; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

CUBE is seeking a Customer Support Specialist to join their dynamic team. This role involves supporting enterprise clients with the innovative Regulatory Intelligence SaaS platform, requiring communication skills and a proactive approach to customer satisfaction. As part of a global team, you will help optimize tools and improve processes, ensuring high-quality service for clients. Join a company dedicated to leveraging technology for regulatory compliance solutions.

Qualifications

• 2+ years of experience in a customer-facing support role.
• Experience with complex systems and applications.
• Proactive mindset for continuous improvement.

Responsibilities

• Be the first point of contact for enterprise clients.
• Investigate and troubleshoot product issues.
• Collaborate with teams to resolve escalations.

Skills

Communication

Problem Solving

Technical Support

Organizational Skills

Job description

Join to apply for the Customer Support Specialist role at CUBE

Join to apply for the Customer Support Specialist role at CUBE

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 a Customer Support Specialist you will step into a critical role on a tight-knit but mighty team that supports some of the world’s largest brands. You’ll be a key part of our 24 / 7 global support ecosystem, helping clients get the most from our cutting-edge Regulatory Intelligence SaaS platform.

Reporting to the EMEA Support Manager, 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

• Be the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share.
• Investigate, qualify, and troubleshoot product issues - no two tickets are the same.
• Collaborate with Engineering, Product, Content and Operations teams to resolve escalations and deliver smart solutions.
• Own and manage P1 incidents, loop in L3 support as needed, and keep comms crystal clear while documenting timelines and next steps.
• Prepare insightful reports for both customers and stakeholders - daily, weekly, monthly (you’ve got this).
• Work hand-in-hand with Sales and Customer Delivery teams to ensure a smooth handover to BAU support.
• 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.

What We’re Looking For

• 2+ years of experience in a customer-facing support role (bonus points for SaaS, compliance, or consultancy exposure).
• A background supporting complex systems and applications, with a flair for breaking down technical details in a friendly, professional way.
• A proactive mindset - you're not just reacting to issues; you're identifying patterns and helping us improve.
• Exceptional communication and organisational skills. You know when to Zoom in and when to escalate.
• 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.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Other

IT Services and IT Consulting

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