Customer Support Specialist Customer Support London

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. 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:

Following our recent acquisitions of RegRoom and Thomson Reuters Regulatory Intelligence, we are looking to augment our customer team to support current and anticipated growth of our customer base across EMEA. This is an exciting opportunity to join a small but growing team that holds crucial responsibility in ensuring that our customers get maximum value from our solution.

Reporting to CUBE's EMEA Support Manager, you will join our 24/7 global support provision to enable and champion CUBE's enterprise customers. You will handle application and operational enquiries ensuring stellar support, customer satisfaction and delivery in a timely and effective manner.

Responsibilities:

• Consult with customers to gather requirements and understand pain-points and challenges, and then coordinate with 2nd/3rd line and other specialist technical and product teams to meet specified service levels (SLAs)
• Liaise with customers by telephone or remote screen-share sessions to qualify, troubleshoot, coordinate and update cases
• Develop and maintain cross-functional relationships with appropriate resources throughout the company to escalate product issues where necessary and drive cases to resolution whilst ensuring optimum customer satisfaction
• Schedule and prepare daily, weekly, and monthly reports for customers and management
• Collaborate with sales and wider customer delivery teams to smoothly transition customers to BAU support
• Manage P1 incidents, bringing in L3 resources as needed, managing client communications, and drafting RCA timelines
• Work collectively with the team to drive continuous improvement initiatives of tools, processes and documentation to better serve CUBE's customer base, ensuring global consistency and best-practice

What we're looking for:

• 2+ years' experience working with enterprise customers in an account management/customer facing/product (non-technical) support capacity (B2B SaaS or consulting experience is a bonus!)
• Experience working collaboratively with product and sales teams within software or consulting environment is a bonus
• 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

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.