Customer Support Tools & Automation Specialist

Proton

Join Proton and build a better internet where privacy is the default Proton was founded in 2014 by scientists from CERN on a simple truth: privacy is a fundamental human right. Since then, we’ve built the world’s largest encrypted email service (Proton Mail) and expanded into Proton VPN, Proton Drive, Proton Pass, and Proton Calendar—tools used by millions globally to protect their freedom, fight censorship, and keep their data safe. In some situations, Proton has literally helped save lives! We are profitable, independent (no VC control), and selectively hire from the top ~1% of applicants. Our 500+ team members across 50+ countries come from leading organizations and elite academic backgrounds. We move fast, keep hierarchy light, and prioritize impact over optics. If you want to do meaningful work with exceptionally high-caliber people, this is it. Join us and do work you can truly be proud of.  Check our social media pages to learn more about us: Twitter, Reddit, Instagram. The team: Customer Support is one of the biggest teams in Proton, with around 100 employees. They are here to assist you with any questions, concerns, or issues you may have with all our products, but also payment issues, spam and abuse, social media etc. Our dedicated team is committed to providing our users with the best possible service and ensuring that your experience with our products is a positive one. The team is located in the offices in Skopje and Taipei.  Tech Stack and Tools: Zendesk, Jira, Confluence. Our Customer Support team actively communicate with our community on our social media channels like Twitter, Reddit, and Instagram.    Impact Opportunities: Customer Support team impact extends far beyond resolving customer inquiries; they are often the frontline ambassadors of a company, directly interacting with customers and influencing their perception of the brand. The Customer Support team play a key role in gathering valuable feedback and insights from customers. By listening to customer concerns, suggestions, and preferences, they provide valuable data that can be used to improve products, services, and processes. This feedback loop helps businesses make informed decisions and drive continuous improvement, ultimately leading to increased customer satisfaction and business growth. Also, our Customer Support team members have a lot of career opportunities within the company. They can be a potential fit for other departments such as QA, Engineering, Product, and Marketing.    What you will do: * Interact directly with Proton Mail customers to answer questions regarding our services * Help resolve technical support inquiries from customers and maintain the high levels of customer support and satisfaction we are known for * Extensive troubleshooting in order to detect the cause of the issue * Collaborate closely with our developers to improve Proton products based on customer feedback * Helping to test the web and mobile applications on a regular basis to ensure that only a high-quality product is released to our customers What we are looking for: * Advanced English (especially in written form) - it is a must * Understanding the concept of end-to-end encryption * You're a problem solver with a positive attitude * You enjoy working in a highly dynamic environment * You're tech-savvy * You care about digital privacy and you want to make a difference Bonus points for: * Experience in Customer Support * Experience with QA testing * A degree in Information Technology or other relevant field  What We Offer * Work that Matters: millions of people trust Proton with their privacy. We answer only to our users — not advertisers, not investors with conflicting agendas, not governments. The work you do here is real, and the impact is measurable. (read more about our impact here) * Work with smart and dedicated people - Our team is diverse, collaborative, and tight-knit with people coming from all walks of life, including many of the world’s top academic institutions and organizations, such as MIT, Harvard, Stanford, Caltech, Cambridge, and ETH. * Technology: you'll get the right hardware and the right software you need to do your best work. * Learning & Development: we invest in your growth because sharp people make us better. Proton is one of the fastest ways to accelerate your career because you'll be thrown into real challenges, with real ownership, from day one. * Employee Benefits: your wellbeing isn't an afterthought. We offer strong health coverage, solid retirement options, generous leave, and wellness support so you can bring your best self to work every day * Stock Options: at Proton, we all have the opportunity to be owners of the company. From day one, you have a real stake in what we're building. When Proton wins, you win. * In-Person Collaboration: Amazing things happen when passionate, smart, and purposeful people get together in the same room. With offices across Geneva, Zürich, Barcelona, London and more, you'll spend most of your time collaborating face-to-face with people who genuinely care about what they're building * Food: Lunch and snacks are on us every day in our offices so you can focus on the work and not on what's for lunch. * Transport: getting to the office shouldn't cost you. We cover public transport, bike allowances, or parking, whichever works for you. * Flexible Working: you own your schedule. Set hours that work for you and your team — because outcomes matter more than when the clock says you started. Our Commitment to Diversity and Inclusion At Proton, we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals, regardless of race, ethnicity, gender, age, sexual orientation, physical ability, or socio-economic background, feel valued and empowered. We strive to create equal opportunities, promote open dialogue, and support continuous learning to ensure every voice is heard and respected. If you need any extra support or reasonable adjustments during the hiring process, please let your talent partner know. Candidate Privacy Notice When you apply for a position, refer a candidate, or are considered for a role at Proton Technologies AG (Proton, we, us, or our), your information is stored in Greenhouse, in accordance with their Service Privacy Policy. This information is used to evaluate your suitability for the posted position. We also retain this information for consideration for future roles that you may apply for or that we believe may align with your background and skills. If we no longer have a legitimate business need to process your information, we will either delete or anonymize it. Should you have any inquiries about how we use or manage your information, or if you wish to access, correct, or delete your data, please contact our privacy team at careers@proton.ch. Proton does not accept unsolicited resumes from any sources other than directly from candidates. We will not pay a fee for any placement resulting from an unsolicited offer, even if the candidate is subsequently hired by Proton. To learn more about our privacy policy, please visit our privacy policy page. #LI-Onsite

CUBE

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. ROLE OVERVIEW Title: Customer Support Manager Department: Customer Support Reporting Line: Head of Customer Support Working Hours: US hours (8:30 PM - 5:30 AM Manila time) Onsite Requirements: As the business requires PURPOSE CUBE is building its Manila-based Customer Support function for the CUBE Oden product as part of a 24/7 global support organisation. The Customer Support Manager will establish and lead this regional team, ensuring high-quality, responsive service delivery to CUBE's enterprise customers worldwide. Working closely with the global support, engineering, product, and customer success teams, the role sets service standards, monitors performance against agreed KPIs, drives continuous process improvement, and manages escalations. The Customer Support Manager is a critical contributor to customer satisfaction, retention, and sustainable account growth -- both through excellent day-to-day execution and through proactive, strategic leadership of the regional function. KEY RESPONSIBILITIES • 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. SKILLS & COMPETENCIES • People Leadership: Recruits, develops, coaches, and retains high-performing team members; builds a positive, customer-focused culture; and manages performance constructively at all levels. • Customer & Stakeholder Management: Builds strong, outcome-focused relationships with enterprise customers and internal stakeholders; manages escalations with composure and clear communication. • Operational Excellence: Establishes and owns SLA targets, queue management, resource scheduling, and quality assurance; monitors KPIs and drives data-informed improvements. • Problem Solving & Critical Thinking: Analyses complex technical and operational challenges, evaluates options pragmatically, and implements effective solutions at pace. • Cross-functional Collaboration: Works effectively across global, multi-disciplinary teams -- particularly with Engineering and Product -- to resolve recurring issues and improve customer outcomes. • Strategic Planning: Develops and executes plans that align regional team objectives with broader organisational goals and support CUBE's long-term growth. • Communication & Influence: Communicates clearly and confidently with customers, senior leadership, and global peers; adapts style to audience and context. • Adaptability & Resilience: Responds positively to change in a fast-paced, rapidly evolving product and business environment; maintains quality and team morale under pressure. • Continuous Improvement Mindset: Proactively identifies opportunities to improve processes, documentation, tooling, and knowledge sharing across the support function. • Time Management & Prioritisation: Manages multiple concurrent customer requirements and competing demands, prioritising effectively and meeting agreed deadlines. REQUIRED EXPERIENCE & QUALIFICATIONS • 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. WHY JOIN CUBE • 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. Interested? If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE. CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

EDITED

ABOUT EDITED EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power.  By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation.  At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised.  We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best.  Location: Sofia (though flexibility to cover UK and US timezones where required. Also weekend cover may be required at times). Type: Full time, 12-month Fixed-Term Contract (FTC) The Role We are looking for a detail-oriented Customer Support Specialist to join our Customer Operations team. You will be passionate about solving problems and driving change within the retail industry. You will work closely with our Customer Success and Product & Engineering teams to solve customer problems, fix issues and contribute to our customer-facing knowledge base. This is an exciting and fast-paced role, so we're looking for someone who enjoys multitasking and working cross-functionally. Because we build AI-driven products, you'll work alongside AI tools every day - using them to respond faster and better, while bringing the judgment to know when an answer needs a human. It's a role with plenty of autonomy, so we need someone organised, self-motivated and genuinely good with people. We build and sell an industry-leading product in a trillion dollar industry; perform well and you’ll be rewarded. However, it’ll take ambition, self-motivation and a work ethic that’s equal parts collaborative and independent - so if those are the words that people use when they describe you, we’d love to chat. Responsibilities * Execute daily customer support processes by responding to incoming inquiries from both internal and external users. * Engage customers through all support channels, solving technical questions and issues independently. * Work with our automation tools: review and sharpen AI-drafted replies before they reach a customer. * Drive long term customer satisfaction and independent utilisation of the EDITED platform through world class support. * Liaison between the Customer and Product & Engineering to ensure bugs, and data issues are resolved in a sufficient and timely manner. * Translate between worlds - explaining technical issues to customers in plain terms, and customer impact to internal teams. * Own customer knowledge base - keeping it accurate and genuinely useful so customers can self-serve. * Act as platform admin for internal and external user base. Requirements Essential: * 1-2 years experience in a commercial/office environment * Strong organisation and the ability to juggle shifting priorities. * You must be an excellent communicator. Excellent written English - clear, warm and professional! Email is how we communicate with customers. * A genuine problem-solver who's analytical and comfortable working with data. * Enjoy working both autonomously and in a team Nice to have: * Experience using a ticketing system (we use Hubspot & Jira) * A more technical streak for investigating issues, some of our existing team members have more technical skills to help us work more effectively with P&E. Benefits • If you’re a working parent, you can utilise our flexible working policy to ensure you can work around your schedule - this means starting + finishing when it suits you best! • Flexibility and understanding for big life events like the first day of school or school sports day • Additional Health Insurance • Free drinks in the office • MultiSport card • Gaming & relax areas • Corporate discounts • Employee referral program We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.