Customer Support Specialist – Technical Support for AI-Powered Crime Prevention

About the role

CUBE AI is looking for a Customer Support Specialist to own the end‑to‑end support flow for global banks, fintechs and payment platforms. You will handle first‑line triage through technical escalations and work closely with Customer Success to keep accounts running smoothly.

Key responsibilities

• Own the full support flow across the customer base, from first‑line triage through L2/L3 resolution of technical and ambiguous issues.
• Run the support flow day‑to‑day using Pylon, Slack and Jira to triage, prioritize and move cases to resolution.
• Raise and track product issues when fixes belong in the product rather than a ticket reply.
• Identify recurring problems, build workflows, documentation or fixes to prevent them.
• Take on tangential work across support, product and customer success, building documentation, runbooks and internal knowledge base.
• Partner with engineering, product and customer‑facing teams to close the loop on issues end‑to‑end.

Required profile

• Real drive and interest in the mission.
• Strong ability to learn fast and operate with confidence in uncertainty.
• High IQ and EQ; able to raise the level of the room and accept when others are right.
• 2+ years in a technical or L2/L3 support role, preferably in B2B SaaS, fintech or infrastructure.
• Comfortable owning ambiguous technical issues without a playbook and diagnosing them.
• Proven track record of turning recurring problems into fixed processes.
• Fluent written and spoken English.

Required skills

• Slack
• Jira
• Pylon (support/ticketing tool)

What we offer

• Uncapped growth with a path to Head of Support.
• Ownership and title earned in months, not years.
• Opportunity for real self‑realization alongside top performers.
• Sharing in the company’s success through outcome‑based rewards.