Customer Support Manager

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. ROLE OVERVIEW Title: Customer Support Manager Department: Customer Support Reporting Line: Head of Customer Support Working Hours: US hours (8:30 PM - 5:30 AM Manila time) Onsite Requirements: As the business requires PURPOSE CUBE is building its Manila-based Customer Support function for the CUBE Oden product as part of a 24/7 global support organisation. The Customer Support Manager will establish and lead this regional team, ensuring high-quality, responsive service delivery to CUBE's enterprise customers worldwide. Working closely with the global support, engineering, product, and customer success teams, the role sets service standards, monitors performance against agreed KPIs, drives continuous process improvement, and manages escalations. The Customer Support Manager is a critical contributor to customer satisfaction, retention, and sustainable account growth -- both through excellent day-to-day execution and through proactive, strategic leadership of the regional function. KEY RESPONSIBILITIES • Manage the CUBE Oden regional customer support function day-to-day, coordinating operations, overseeing support queues, and ensuring consistent, high-quality service delivery. • Recruit, onboard, mentor, and develop a high-performing regional team of Support Specialists in line with evolving business and customer needs. • Coach the team through complex technical and functional support issues, ensuring effective troubleshooting, clear customer communication, and adherence to service standards. • Develop and maintain strong cross-functional relationships with Engineering, Product, Customer Success, Operations, and other business functions to drive timely case resolution and meet customer SLAs. • Build and maintain a comprehensive knowledge base for CUBE Oden and extend it as the product evolves, including content for customers migrating from legacy platforms. • Lead the implementation and adoption of AI-driven support tools to improve efficiency, self-service capability, and scalability. • Manage escalations and executive communications effectively, ensuring stakeholders are kept informed and issues are resolved promptly. • Establish service standards, monitor operational performance metrics, and implement continuous improvements to process, tooling, and documentation. • Proactively manage customer expectations, satisfaction, and retention by identifying risks early and taking appropriate preventive and corrective actions. • Act as the voice of the customer internally, translating feedback, requirements, and priorities into clear improvement actions for Product, Engineering, and Operations. • Drive best practices that improve scalability, operational efficiency, and customer experience across the global support organisation. • Foster a collaborative, accountable, and customer-focused team culture aligned with CUBE's values. SKILLS & COMPETENCIES • People Leadership: Recruits, develops, coaches, and retains high-performing team members; builds a positive, customer-focused culture; and manages performance constructively at all levels. • Customer & Stakeholder Management: Builds strong, outcome-focused relationships with enterprise customers and internal stakeholders; manages escalations with composure and clear communication. • Operational Excellence: Establishes and owns SLA targets, queue management, resource scheduling, and quality assurance; monitors KPIs and drives data-informed improvements. • Problem Solving & Critical Thinking: Analyses complex technical and operational challenges, evaluates options pragmatically, and implements effective solutions at pace. • Cross-functional Collaboration: Works effectively across global, multi-disciplinary teams -- particularly with Engineering and Product -- to resolve recurring issues and improve customer outcomes. • Strategic Planning: Develops and executes plans that align regional team objectives with broader organisational goals and support CUBE's long-term growth. • Communication & Influence: Communicates clearly and confidently with customers, senior leadership, and global peers; adapts style to audience and context. • Adaptability & Resilience: Responds positively to change in a fast-paced, rapidly evolving product and business environment; maintains quality and team morale under pressure. • Continuous Improvement Mindset: Proactively identifies opportunities to improve processes, documentation, tooling, and knowledge sharing across the support function. • Time Management & Prioritisation: Manages multiple concurrent customer requirements and competing demands, prioritising effectively and meeting agreed deadlines. REQUIRED EXPERIENCE & QUALIFICATIONS • 5-7+ years of technical or functional customer support experience within an enterprise SaaS environment. • 2-3+ years in a leadership or management role within a technical support team, with direct responsibility for team performance and development. • Proven experience providing application support to external enterprise customers, including queue management, resource scheduling, quality assurance, and SLA/metrics reporting. • Demonstrated success managing customer escalations and senior stakeholder relationships, including executive-level communication. • Experience coaching and mentoring Support Specialists of all levels on day-to-day work and complex or critical issues. • Hands-on experience with enterprise ticketing and support platforms (e.g. Salesforce Service Cloud, Zendesk, Freshdesk, or equivalent). • Proficiency with knowledge management and collaboration tools (e.g. Jira, Confluence, Microsoft Teams, or equivalent). • Strong track record of building cross-functional relationships to deliver better customer outcomes. • Experience supporting global customers across multiple regions and time zones as part of a 24/7 support model. • Strong sense of ownership, with demonstrated commitment to team excellence, accuracy, and timely delivery. • Comfortable building and scaling processes in a fast-paced, high-growth environment. • Experience in or exposure to compliance, regulatory technology (RegTech), InsurTech, or other highly regulated industries is a significant advantage. WHY JOIN CUBE • Opportunity to build and shape a new regional Customer Support function from the ground up. • High-visibility leadership role with direct, measurable impact on customer experience. • Early exposure to AI tooling and best practice within customer support -- helping drive automation and efficiency at scale. • Close collaboration with global teams across Customer Support, Engineering, Product, and Customer Success. • Real influence over support processes, operational improvements, and knowledge strategy. • Clear career progression within a growing, global Customer Support organisation. 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.