Hybrid Customer Support Manager

at CUBE

• Job title: Customer Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Manila, Philippines

About the role

• Customer Support Manager leading the Manila team at CUBE, a RegTech firm. Driving customer satisfaction through effective support management and team development.

Responsibilities

• Recruit, train, mentor and manage the Manila team of support specialists per evolving customer support demands, ensuring 24-hour cover is provided on weekends and to cover international holidays.
• Manage your team as they serve as the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share (you’ll be the calm in their storm).
• Use your technical expertise and coaching skills to guide your team’s efforts to investigate, qualify, and troubleshoot product issues - no two tickets are the same.
• Coordinate the Customer Support incoming case stream and case management processes in conjunction with other regional support managers, ensuring timely and effective resolution
• Own and manage P1 incidents and escalations, looping in L3 support as needed, and keeping comms crystal clear while documenting timelines and next steps.
• Develop and maintain close cross-functional relationships with Engineering, Product, Content and Operations teams to help drive cases to resolution and deliver smart solutions.
• Drive continuous improvement – help us optimise tools, documentation and processes across global teams.
• Keep customer satisfaction high and issue resolution time low - it’s all about balance.

Requirements

• 3+ years in a leadership role in a technical support team in a SaaS environment, supporting international enterprise clients (bonus points for compliance, or consultancy exposure).
• 6+ years of customer support experience, providing technical/functional application support to external customers, including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.
• Experience of working and managing 24-hour shift patterns to support 24/7 global operations
• A background supporting complex systems and applications, with a flair for breaking down technical details in a friendly, professional way.
• Experience of coaching and mentoring all levels of Support Specialists on day-to-day work, and providing insights on critical and blocking issues
• Strong sense of ownership, with drive and commitment to ensure team provides excellent customer service
• Expertise in handling customer escalations and resolving complex technical issues.
• Exceptional communication and organisational skills. You know when to Zoom in and when to escalate communication with customers.
• A proactive mindset - you're not just reacting to issues; you're identifying patterns and helping us improve.
• Experience in Agile environments and a strong grasp of incident, change, and release management workflows.
• Comfortable working in a fast-paced, ever-evolving tech space – bring the energy, we’ll bring the support.

Benefits

• Health insurance
• Professional development opportunities