Customer Support Specialist

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. Title: Customer Support Specialist Location: Manila Department: Customer Support Reporting Line: Head of Customer Manager Working Hours: US hours (8:30 PM - 5:30 AM Manila time) Onsite Requirements: As the business requires THE ROLE As a Customer Support Specialist, you'll be the expert our customers turn to when they need help — resolving complex queries, troubleshooting product issues, and making every interaction count. You won't just close tickets; you'll spot patterns, surface insights, and help us continuously improve the way we serve our customers. You'll work in our Manila office on a US shift (8:30 PM – 5:30 AM) in a hybrid setup, supporting an enterprise-grade SaaS platform used by banks, insurers, and compliance teams across the globe. WHAT YOU'LL DO ✦ Investigate and resolve complex product and technical queries, delivering high-quality support under SLA. ✦ Build strong cross-functional relationships to drive escalated cases to resolution quickly. ✦ Proactively manage customer expectations and flag risks before they become problems. ✦ Identify recurring patterns in support requests and recommend product or process improvements. ✦ Be the internal voice of the customer — translating feedback into clear actions for the product team. ✦ Maintain deep platform knowledge and advise customers on best practice. ✦ Contribute to knowledge base development and continuous improvement of team tools and processes. WHAT WE'RE LOOKING FOR ✦ Experience in customer-facing support, 3-5 years, ideally in an Enterprise or SaaS environment. ✦ Technical aptitude — comfortable supporting complex systems and explaining them clearly to non-technical users. ✦ Strong communication skills — confident, clear, and professional even when delivering difficult messages. ✦ Ownership mindset — you follow through, meet deadlines, and take pride in the quality of your work. ✦ Collaborative instinct — you build relationships across teams to get things done. ✦ Adaptability — you thrive in fast-moving environments where priorities can shift. ✦ Compliance knowledge is a plus, not a prerequisite. WHAT'S IN IT FOR YOU ✦ A front-row seat at one of the fastest-growing fintechs in the world. ✦ A role with real scope — you'll influence how we serve our customers and build out our support practice. ✦ Clear development pathways: Senior Customer Support Specialist or Customer Profiling Analyst. ✦ A team that values continuous learning, collaboration, and doing things right. ✦ Competitive compensation and benefits package. 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.