Customer Support Manager

4 days ago

Boston, United States CUBE Full time

**Role**:Customer Support Manager

**L**ocation**: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.

**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

**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
- 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

️**Internationa

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