Customer Support Specialist

CUBE Content Governance Global Limited; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

As a Customer Support Specialist at CUBE, you will play a pivotal role in our global 24/7 support ecosystem, assisting clients with our advanced Regulatory Intelligence SaaS platform. Your responsibilities include guiding clients through challenges, resolving complex queries, and creating comprehensive reports. We're seeking a proactive and communicative individual with 2+ years of experience in support roles, ideally within the SaaS or compliance sectors, to join our dynamic team in Toronto.

Qualifications

• 2+ years in a customer-facing support role, bonus for SaaS or compliance.
• Experience supporting complex systems and applications.
• Strong grasp of incident, change, and release management workflows.

Responsibilities

• First point of contact for clients via various communication methods.
• Investigate and troubleshoot product issues.
• Prepare insightful reports for customers and stakeholders.

Skills

Customer-centric approach

Analytical mindset

Proactive problem solving

Exceptional communication

Organisational skills

Job description

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.

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.

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