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 one of CUBE's first Oden Customer Support Specialists in Manila, you'll be at the heart of delivering an exceptional experience for global enterprise customers. You'll investigate and resolve complex product and technical issues, manage escalations, and act as the voice of the customer internally — surfacing patterns, improving processes, and helping build the knowledge base that will power the team as it grows. You'll work US hours (8:30 PM – 5:30 AM Manila time) in a hybrid setup, supporting enterprise clients across financial services, insurance, and compliance technology who rely on Oden every day. What You'll Do ✦ Investigate and resolve complex product and technical queries, delivering high-quality support under SLA. ✦ Proactively manage customer expectations, flag risks early, and escalate effectively when needed. ✦ Build strong cross-functional relationships with Engineering, Product, and global Support teams to drive complex cases to resolution. ✦ Identify recurring patterns in support requests and recommend product or process improvements. ✦ Act as the internal voice of the customer — translating feedback and priorities into clear actions for the product team. ✦ Maintain deep knowledge of the Oden platform and advise customers on best practice. ✦ Contribute to knowledge base development, support documentation, and continuous process improvement. What We're Looking For ✦ 3–5 years of experience in a customer-facing support or technical/application support role, ideally within Enterprise SaaS. ✦ Hands-on experience with enterprise support tooling — Salesforce Service Cloud, Zendesk, Freshdesk, Jira, Confluence, or similar. ✦ Technical aptitude — comfortable supporting complex systems and breaking down technical issues for non-technical users. ✦ Experience supporting global enterprise or B2B customers across multiple regions or time zones. ✦ Strong case ownership — you follow through, meet SLAs, and take pride in resolution quality. ✦ Clear communicator — confident managing difficult conversations and keeping customers informed throughout. ✦ Background in a regulated industry — financial services, RegTech, InsurTech, GRC, or compliance technology is a strong advantage. ✦ Adaptability — you thrive in fast-moving environments where the product and processes are still evolving. Ideal Industry Background We're particularly interested in candidates who have worked in: ✦ Regulatory Technology (RegTech) or Compliance / GRC platforms ✦ Insurance Technology (InsurTech) — a strong plus ✦ Financial Services Technology or B2B FinTech ✦ Enterprise SaaS with global customer support operations ✦ Customer support organisations with 24/7 or follow-the-sun service models What Your First 6 Months Look Like Months 1–3: Deep-dive into the Oden platform, CUBE's support processes, and your customers. You'll have structured resources and a global team behind you — but we'll expect you to take ownership of your learning and get up to speed quickly. Months 3–6: You're managing cases independently, handling complex queries, building strong relationships with global Product and Engineering teams, and actively contributing to documentation and knowledge sharing as the Manila team develops. What's In It For You ✦ Pioneer opportunity — one of the first Oden Customer Support Specialists in Manila, with real influence over how the local team develops. ✦ Work at the intersection of AI, RegTech, and enterprise financial services — a genuinely differentiated product in a high-growth market. ✦ Close collaboration with global Product and Engineering teams — you'll be the customer's voice in the room, not just a ticket handler. ✦ Clear development pathways: Senior Customer Support Specialist or Customer Profiling Analyst. ✦ Hands-on exposure to AI-driven support tools and the opportunity to help shape how we use them. ✦ A team that invests in continuous learning, knowledge sharing, 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.