Customer Support Manager

About the Company

CUBE is 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.

Responsibilities

• Manage the CUBE Oden regional customer support function day-to-day, including operations and support queues
• Recruit, onboard, mentor, and develop a high-performing regional team of Support Specialists
• Coach the team through complex technical and functional support issues
• Develop and maintain a comprehensive knowledge base for CUBE Oden
• Lead the implementation and adoption of AI-driven support tools
• Manage escalations and executive communications effectively
• Establish service standards and monitor operational performance metrics
• Act as the voice of the customer internally to drive product and engineering improvements

Requirements

• 5-7+ years of technical or functional customer support experience in an enterprise SaaS environment
• 2-3+ years in a leadership or management role within a technical support team
• Proven experience in queue management, resource scheduling, and SLA/metrics reporting
• Experience managing customer escalations and senior stakeholder relationships
• Hands-on experience with enterprise ticketing platforms like Salesforce Service Cloud, Zendesk, or Freshdesk
• Proficiency with Jira, Confluence, or equivalent collaboration tools
• Experience supporting global customers in a 24/7 support model
• Ability to work US hours (8:30 PM - 5:30 AM Manila time)

Preferred Qualifications

• Experience in or exposure to compliance, RegTech, InsurTech, or other highly regulated industries