Customer Support Specialist
CUBE
Customer Support Specialist
CUBE
AI-based regulatory intelligence for compliance
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.
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.
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.
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
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
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
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
Location: Manila
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)
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.
CUBE provides automated regulatory intelligence for regulated firms through a subscription platform that uses AI to monitor regulatory content and map changes to each client’s business profile and controls. It serves sectors such as finance, healthcare, and insurance with standardized updates and tailored guidance. Instead of generic alerts, it delivers ongoing regulatory mapping that aligns changes to a client’s risk profile and control framework. Its goal is to help firms stay compliant, reduce risk, and support positive societal outcomes through responsible technology and a remote, low-carbon operation.
Explore more opportunities at CUBE