Customer Support Manager

CUBE Global(1 month ago)

RemoteFull TimeManager$124,938 - $164,313 (estimated)Customer

About this role

The Customer Support Manager at CUBE leads and develops a Manila-based team responsible for providing 24/7 support for their Regulatory Intelligence SaaS platform, assisting global enterprise clients with complex technical queries. This role involves managing escalations, coordinating case management processes, and fostering cross-functional relationships with Engineering and Product teams to enhance service quality. With a focus on continuous improvement, the manager ensures high customer satisfaction and effective issue resolution while mentoring support specialists and overseeing operations across different time zones.

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Required Skills

Customer Support Management
Team Recruitment
Training
Mentoring
Technical Expertise
Incident Management
Customer Escalations
Issue Resolution
Communication Skills
Analytical Mindset

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Qualifications

3+ years in a leadership role in a technical support team in a SaaS environment
6+ years of customer support experience
Experience working and managing 24-hour shift patterns
Experience of coaching and mentoring all levels of Support Specialists
Experience in Agile environments
Strong grasp of incident, change, and release management workflows

About CUBE Global

www.cube.global

CUBE is a leading provider of automated regulatory intelligence solutions, aimed at enhancing compliance within the financial services sector. The company's innovative platforms leverage AI technology to track and report on global regulations, management of obligations, and risk assessment, helping enterprises navigate the complexities of regulatory change. With a robust global presence and a growing client base, CUBE offers tailored solutions that empower organizations to transform compliance from a reactive necessity into a strategic advantage.