Company Description
CUBE is a cloud-based platform designed to manage the entire lifecycle of Building and Infrastructure Projects. The platform, also known as the Connected Unified Built Environment Management System (CUBE.ms), combines Common Data Environment (CDE) and Enterprise Resource Planning (ERP) functionalities, allowing project stakeholders to collaborate on a single source of truth. With features such as an integrated BIM Content Management System and a visual Common Data Environment, it is optimised for seamless workflows in BIM and AEC industries. CUBE empowers teams to work efficiently and cohesively to achieve project success.
We are looking for a proactive and customer-focused Customer Success Executive with experience in SaaS-based products/platforms. This role sits at the front line of our support function and is responsible for triaging, interpreting, and resolving customer tickets raised on the CUBE ticketing system within defined SLAs.
The role is AI-assisted by design. CUBE's internal AI tooling will surface suggested responses, highlight relevant knowledge base articles, and flag likely causes — the executive is expected to critically interpret these suggestions, validate them against the customer's actual issue, and either respond directly, draw on the CUBE knowledge base, or escalate to L2/L3 with the right context.
Ownership of the ticket from creation to closure — including SLA adherence, follow-ups, and confirming successful resolution with the customer — is the single most important outcome of this role.
Key Responsibilities
Ticket Ownership & SLA Management
- Act as the L1 owner for all incoming tickets on the CUBE internal ticketing system.
- Triage tickets on arrival — categorize, assign priority, and interpret the underlying customer issue accurately.
- Track and manage SLA timers for every assigned ticket; ensure first response, update, and resolution SLAs are consistently met.
- Drive each ticket to successful closure, including customer confirmation that the issue is resolved.
- Maintain complete, accurate, and well-structured ticket notes throughout the lifecycle.
Resolution & Escalation
- Resolve tickets directly wherever possible using the CUBE knowledge base, product expertise, and AI-assisted suggestions.
- Escalate to L2 or L3 when an issue is outside L1 scope — with a clean problem statement, reproduction steps, and all relevant context attached.
- Follow up on escalated tickets to ensure they remain on track for SLA and that the customer is kept informed.
- Identify recurring issues and flag them to Product, Engineering, or the Knowledge Base team.
AI-Assisted Support Workflow
- Work fluently with CUBE's AI support assistant — review suggested responses, recommended KB articles, and flagged ticket points.
- Critically evaluate AI suggestions: validate accuracy against the actual customer context before responding.
- Refine, rewrite, or override AI-suggested responses when needed to ensure clarity and correctness.
- Contribute back to the knowledge base by flagging gaps and suggesting improvements based on real ticket patterns.
Customer Communication
- Communicate with customers in a clear, professional, and empathetic tone across the ticket lifecycle.
- Set accurate expectations on resolution timelines and provide proactive updates on long-running tickets.
- Handle escalations and dissatisfied customers with composure and a solution-oriented mindset.
Reporting & Continuous Improvement
- Track personal ticket metrics: volume handled, first response time, resolution time, SLA adherence, and CSAT.
- Share recurring issue patterns and customer feedback with the wider Customer Success and Product teams.
- Participate in regular reviews of ticket handling quality and contribute to process improvements.
Required Skills & Qualifications
- 2–5 years of experience in customer support, technical support, helpdesk, or L1 support roles — mandatorily in a SaaS or product company.
- Hands-on experience working on a ticketing system (e.g., Freshdesk, Zendesk, Zoho Desk, Jira Service Management, or similar) with strong SLA discipline.
- Working comfort with AI tools — ability to use AI-assisted suggestions productively, evaluate their output critically, and refine responses where needed.
- Excellent written and verbal English communication; ability to explain technical concepts in simple terms.
- Strong problem-solving instinct and attention to detail; ability to interpret what the customer is actually asking, even when poorly described.
- Ability to manage multiple open tickets in parallel without dropping context or missing SLAs.
- Customer-first mindset with the patience and composure to handle escalations professionally.
Preferred Qualifications
- Prior experience supporting a B2B SaaS product.
- Familiarity with knowledge base authoring or KB-driven support workflows.
- Exposure to AEC, construction technology, or enterprise project management products.
- Basic understanding of how SaaS products are structured (modules, roles, permissions, integrations).
- Comfort working in a fast-paced environment where product features and processes evolve quickly.
