Product Support Manager

Product Support Manager CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients. Why us? 🌍 CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world’s top financial institutions globally. 🚀 In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We’re a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don’t just keep up we stay ahead. 🌱 We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our “make it happen” culture empowers you to take ownership of your career and accelerate your personal and professional development from day one. 🌐 With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success. 💡 We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance. We’re looking for a Support Manager who is obsessed with customer experience and enjoys building support operations from the ground up. You’ll own everything related to customer support—people, processes, metrics, and tools. From handling escalations to building a scalable support organization, you’ll ensure customers get fast, helpful, and human support while helping the company grow sustainably. This role is ideal for someone who loves leading teams, solving real customer problems, and creating structure in fast moving environments. This is a zero-to-one role where you’ll define and scale the support function, not just operate it. What You’ll Do Own Customer Support Operations · Lead and manage the customer support function end to end · Ensure timely, high quality resolution of customer tickets across chat, email, and other channels · Take ownership of escalations and critical customer issues · Maintain SLAs, CSAT, NPS, and support KPIs · Build & Lead the Support Team · Hire, train, coach, and scale a high performing support team · Create a strong culture of customer empathy, accountability, and ownership · Conduct regular performance reviews and skill building sessions · Improve Processes & Scale · Design and optimize support workflows, ticketing processes, and escalation paths · Build repeatable, scalable systems that grow with the company · Drive automation and self-service initiatives to reduce ticket volume · Be the Voice of the Customer · Act as a bridge between customers and Product/Engineering teams · Share recurring issues, feature requests, and product feedback · Partner with Product to improve usability and reduce support friction · Ensure smooth handoff from Implementation to Support and maintain long-term customer satisfaction · Reporting & Insights · Track and analyze support metrics (CSAT, FCR, MTTR, backlog, etc.) · Present insights and trends to leadership · Use data to continuously improve support quality and efficiency · How Success is Measured · Customer satisfaction (CSAT) and Net Promoter Score (NPS) · First response time (FRT) and mean time to resolution (MTTR) · Ticket backlog and resolution efficiency · Ticket deflection through self-service and automation · Support cost per customer What We’re Looking For: · 5–9 years of experience in SaaS customer support, with at least 2+ years in a lea ... (truncated, view full listing at source)