Customer Support Manager

CUBE

Customer Support Manager overseeing the regional customer support function in Manila for CUBE's SaaS platform. Establishing a high-performing team and driving operational excellence across global support.

Posted 7/3/2026full-timeManila • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Manage the CUBE Oden regional customer support function day-to-day, coordinating operations, overseeing support queues, and ensuring consistent, high-quality service delivery.
Recruit, onboard, mentor, and develop a high-performing regional team of Support Specialists in line with evolving business and customer needs.
Coach the team through complex technical and functional support issues, ensuring effective troubleshooting, clear customer communication, and adherence to service standards.
Develop and maintain strong cross-functional relationships with Engineering, Product, Customer Success, Operations, and other business functions to drive timely case resolution and meet customer SLAs.
Build and maintain a comprehensive knowledge base for CUBE Oden and extend it as the product evolves, including content for customers migrating from legacy platforms.
Lead the implementation and adoption of AI-driven support tools to improve efficiency, self-service capability, and scalability.
Manage escalations and executive communications effectively, ensuring stakeholders are kept informed and issues are resolved promptly.
Establish service standards, monitor operational performance metrics, and implement continuous improvements to process, tooling, and documentation.
Proactively manage customer expectations, satisfaction, and retention by identifying risks early and taking appropriate preventive and corrective actions.
Act as the voice of the customer internally, translating feedback, requirements, and priorities into clear improvement actions for Product, Engineering, and Operations.
Drive best practices that improve scalability, operational efficiency, and customer experience across the global support organisation.
Foster a collaborative, accountable, and customer-focused team culture aligned with CUBE's values.

Requirements

What you’ll need

5-7+ years of technical or functional customer support experience within an enterprise SaaS environment.
2-3+ years in a leadership or management role within a technical support team, with direct responsibility for team performance and development.
Proven experience providing application support to external enterprise customers, including queue management, resource scheduling, quality assurance, and SLA/metrics reporting.
Demonstrated success managing customer escalations and senior stakeholder relationships, including executive-level communication.
Experience coaching and mentoring Support Specialists of all levels on day-to-day work and complex or critical issues.
Hands-on experience with enterprise ticketing and support platforms (e.g. Salesforce Service Cloud, Zendesk, Freshdesk, or equivalent).
Proficiency with knowledge management and collaboration tools (e.g. Jira, Confluence, Microsoft Teams, or equivalent).
Strong track record of building cross-functional relationships to deliver better customer outcomes.
Experience supporting global customers across multiple regions and time zones as part of a 24/7 support model.
Strong sense of ownership, with demonstrated commitment to team excellence, accuracy, and timely delivery.
Comfortable building and scaling processes in a fast-paced, high-growth environment.
Experience in or exposure to compliance, regulatory technology (RegTech), InsurTech, or other highly regulated industries is a significant advantage.

Benefits

Comp & perks

Opportunity to build and shape a new regional Customer Support function from the ground up.
High-visibility leadership role with direct, measurable impact on customer experience.
Early exposure to AI tooling and best practice within customer support -- helping drive automation and efficiency at scale.
Close collaboration with global teams across Customer Support, Engineering, Product, and Customer Success.
Real influence over support processes, operational improvements, and knowledge strategy.
Clear career progression within a growing, global Customer Support organisation.

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Hard Skills & Tools

Customer Support ManagementQueue ManagementSLA/Metrics ReportingCoaching and MentoringProcess Improvement

Soft Skills

Effective CommunicationTeam CollaborationCustomer FocusProblem SolvingOwnership