Customer Support Specialist, Cube
EMEA
AI-driven regulatory intelligence platform
Be an early applicant
AI-driven regulatory intelligence platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To empower businesses with groundbreaking compliance technology.
Role
Who you are
- 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
- 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 a plus
What the job involves
- 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
- You will work as part of a global team handling application, operational and technical enquiries from our enterprise customers and colleagues, 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)
- 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
Salary benchmarks
Our take
After the 2008 financial crash, new compliance rules and regulations swept the financial industry. Now, with the emergence of crypto technology and blockchain, regulations are evolving once again. CUBE was founded in 2011 as a RegTech company powered by AI, that delivers regulatory monitoring, reporting, and compliance within the financial industry.
CUBE’s intelligence solution helps enterprises solve complex compliance problems for both multijurisdictional needs and more specific single lines of business. Its platform tracks, analyses and monitors laws, rules and regulations in every country and language, enabling it to serve clients across the globe.
Winner of multiple awards, CUBE has a proven track record of navigating the increasingly complex compliance issues of international financial markets. In 2024 it acquired competitor Reg Room, exemplifying its strong hold on the market. It also has solid funding behind it and a growing global presence - which certainly bodes well for its future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Mar 2024
$12.3m
GROWTH EQUITY VC
Total funding: $12.3m
Company benefits
- 🌍 Globally, we are one of a kind! - CUBE is a well-established player in Regtech (we were around before Regtech was even a thing!), and our category-defining product is used by leading financial institutions around the world
- đź—˝ Freedom, flexibility & progression - We will help you realise your full potential and grow into leadership positions across CUBE
- 🗣️Internationally collaborative culture - You will have the opportunity to work with likeminded colleagues from all over the world, gaining exposure to different cultures and business practices
- 🌱 Innovative & meaningful work - If you’re someone seeking the opportunity to work with cutting edge technology and work on challenging projects that have a real impact then we want to hear from you!
- đź’» Work life balance - CUBE is a remote first business, you'll be able to design your home office and choose your own work equipment. Or, book a room in a coworking space or join one of our department monthly team meets
- 🤝 Diversity, Equity and Inclusion - We are committed to providing a working environment where everyone is supported to be their authentic best selves
Company HQ
City of London, London, UK
Articles
Leadership
Ben Richmond
(CEO)Also Chief Executive of IRTA (International RegTech Association), and Founder and Chairman of The Content Group.
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