Customer Support Specialist (B2B SaaS)

  Role:  Customer Support Specialist  L ocation:  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. 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. As we do so, we are keen for 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: 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. The main activities are: 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 a plus. O ur 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. RegBrain allows customers to apply CUBE's AI models directly to their own content, enabling faster release and feedback cycles. Our flagship AI services will be included, spanning structural detection, classification, entity extraction, summarisation, and recommendations. Available to customers and partners as APIs and via a UI. 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-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! ️ Internationally collaborative culture 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. We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.  Innovative breakthrough technology CUBE is an innovator. We pioneered the use of AI in the field of regulatory change and our state-of-the-art, cutting edge technology is helping financial services firms from all over the world, solve complex compliance challenges. You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that will reshape the world of regulatory compliance.