Role: Customer Support Specialist
Location: London, UK (Travel to London once per week will be 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.
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.
As we expand our footprint rapidly, we seek new talent to join us and realize their full potential to grow into leadership positions within the business.
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 EMEA.
Reporting to CUBE's EMEA Support Manager, you will join the EMEA 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 strong customer support experience in a SaaS environment, with experience of working with cross-functional teams to drive tickets to resolution as quickly as possible.
Responsibilities: Logging and qualifying cases, and coordinating to closure with 2nd/3rd line and other specialist teams to meet specified service levels (SLAs). Liaising with customers by telephone or remote screen-share sessions to qualify, troubleshoot, coordinate, and update cases. Developing and maintaining cross-functional relationships with appropriate resources throughout the company to drive cases to resolution and meet customer SLAs. Scheduling and preparing daily, weekly, and monthly reports for customers and management. Carrying out new customer on-boarding activities – user set-up, administration, and transition to BAU support. Managing P1 incidents, bringing in L3 resources as needed, managing client communications, and drafting RCA timelines. 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: 2+ years of customer support experience in a SaaS environment, providing technical/functional application support to external (preferably enterprise) customers. A strong interest in technology and applications, and good troubleshooting skills. 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 and task-oriented, 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 is a plus. Why Us? Globally, we are one of a kind!
CUBE is a well-established market leader within Regtech, and our category-defining product is used by leading financial institutions around the world (including Revolut, Citi, and HSBC).
Last year we grew by more than 50% and our growth journey is just getting started!
We are a dynamic, fast-paced 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!
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.
CUBE is an innovator.
We pioneered the use of AI in the field of regulatory change and our state-of-the-art technology is helping financial services firms from all over the world solve complex compliance challenges.
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