Customer Support Manager

Role: Customer Support Manager

Location: US (Remote-first with occasional travel required)

Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance.

We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry. We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients.

At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities. We serve some of the largest financial institutions globally and are expanding our footprint very fast.

Our Products:

RegPlatform is a technology platform that streamlines regulatory change management. It provides firms with a one-stop, continuously maintained inventory of global regulations, with effortless horizon scanning, integration capabilities and workflow management. RegPlatform combines industry leading AI technology with expert validated insights to simplify the complexities of multi-jurisdictional regulatory content.

RegBrain allows customers to apply CUBE's AI models directly to their own content, enabling faster release and feedback cycles. Our flagship AI services will be included, spanning structural detection, classification, entity extraction, summarisation, and recommendations. Available to customers and partners as APIs and via a UI.

Role Mission:

As CUBE enters an exciting period of growth via two acquisitions, we are looking to augment our team to support current and anticipated growth of our customer base across the US and Canada.

Reporting to CUBE’s Head of Customer Support, you will head up our US Customer Support team as part of 24/7 global support provision to CUBE customers and users of the CUBE platform worldwide.

The ideal candidate will have extensive customer support management experience in a SaaS environment, in particular handling customer escalations, and coaching/mentoring all levels of support specialists.

Responsibilities:

You will oversee the US-based support team and coordinate with colleagues on the global team to ensure we deliver consistently excellent customer service and meet customer SLAs.

The main activities are:

• Managing the US Customer Support team as part of 24/7 global support provision to CUBE customers and users of the CUBE platform worldwide
• Coordinating the Customer Support Inbox and case management processes in conjunction with other regional support managers, ensuring timely and effective resolution
• Logging and qualifying cases, and coordinating to closure with 2nd/3rd line and other specialist teams to meet specified service levels (SLAs)
• Utilizing technical expertise and coaching skills to guide the resolution of complex support issues
• Developing and maintaining cross-functional relationships with appropriate resources throughout the company to drive cases to resolution and meet customer SLAs
• Managing escalations and executive communications
• Recruiting, training, mentoring and managing the US team of support specialists per evolving customer support demands
• Distilling best practices for scalable service delivery, efficiency, and customer retention
• Developing and refining SOPs for customer issue handling and technical support
• Working collectively with the team on continuous improvement of tools, processes and documentation to better serve CUBE’s customer base

What we’re looking for:

• 3+ years in a leadership role in a technical support team in a SaaS environment
• 6+ years of customer support experience, providing technical/functional application support to external customers, including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.
• Expertise in handling customer escalations and resolving complex technical issues.
• Experience of coaching and mentoring all levels of Support Specialists on day-to-day work, and providing insights on critical and blocking issues
• Ability to develop and maintain cross functional relationships with appropriate resources throughout the company to drive cases to resolution and meet customer SLAs
• Strong sense of ownership, with drive and commitment to ensure team provides excellent customer service
• Excellent communication skills with extreme attention to detail to ensure accurate and professional communication with customers
• Organised with a strong focus on deadlines, accuracy and timely delivery
• Comfortable adapting to a fast-paced and rapidly changing business environment
• Previous experience or knowledge of compliance a plus

Why Us?

🌍 Globally, we are one of a kind!

CUBE are a well-established market leader within Regtech (we were around before Regtech was even a thing!), and our category-defining product is used by leading financial institutions around the world (including Revolut, Citi, and HSBC).

🌱Growth & progression

Last year we grew by more than 50% and our growth journey is just getting started! We are a dynamic, fast-pace workforce that is always seeking ways to accelerate our people, processes, services and products. We hire ambitious people that want to make a difference, share their ideas, “make it happen” and find better, smarter ways of working. Our future is shaped by our employees, so if you’re someone looking for an opportunity to make a real impact, and progress your career alongside the business, it couldn’t be a better time to join us!

🗣️Internationally collaborative culture

With more than 400 CUBERs across 11 locations in Europe, the Americas and APAC, collaboration is key to our success. We are a diverse workforce united by a shared desire to reshape the world of regulatory compliance and make an impact. We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.

💡 Innovative breakthrough technology

CUBE is an innovator. We pioneered the use of AI in the field of regulatory change and our state-of-the-art, cutting edge technology is helping financial services firms from all over the world, solve complex compliance challenges. You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that will reshape the world of regulatory compliance.

💻 Work life balance

CUBE is a remote-first business so you will be able to design your home office and choose your own work equipment. We host monthly in-person meet-ups as a chance to get-together, share ideas and collaborate with other teams but we are advocates for remote working and we believe working remotely provides freedom to innovate, create and unlock global talent. Whilst our teams operate on a remote-first basis, we do appreciate that everybody is different, so we offer a number of credits per month for those that prefer to work within a shared office space occasionally.