Customer Support Specialist

cube

Philippines

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

CUBE is a global RegTech company delivering AI-powered regulatory intelligence via SaaS to financial institutions. The Manila-based Customer Support team resolves complex queries and troubleshoots issues for customers worldwide, shaping satisfaction and retention.

You will collaborate with Support, Product, Engineering, and Customer Success, reporting to the Customer Support Manager (US). Ideal candidates have experience in enterprise SaaS support, strong technical explanations, and a

Qualifications

Experience in a customer-facing support role, preferably Enterprise SaaS.
Background supporting complex systems and applications, with ability to explain technical details clearly.
Experience or knowledge of APIs.

Responsibilities

Investigate, qualify, and troubleshoot product issues; provide expert support.
Maintain deep platform knowledge; demonstrate key functions and best practices.
Document solutions and contribute to the knowledge base.

Skills

Enterprise SaaS

APIs

Cross-functional collaboration

Ownership

Customer service

Problem solving

Time management

Attention to detail

Communication

Adaptability

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.

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.

What You'll Do

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 inputsWork with the team to improve tools, processes, and documentation

What We're Looking For

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