What are the responsibilities and job description for the Customer Support Manager position at MAKE?
About MAKE
At MAKE, we believe creators deserve a banking solution that gets them. One that's fast, intuitive, and built to help them grow. We're building the world's first financial platform tailored to content creators — making it easier to earn, spend, and save money across borders.
MAKE was founded with a specific purpose in mind to address the underserved needs of the Creator Economy often overlooked by traditional banking while bringing forward technology, banking, and global solutions for our Creator Economy Clients.
About the role:
This role requires relocation to The Valley, Anguilla. We provide a relocation package with comprehensive benefits.
We are hiring a Customer Support Manager to lead and scale MAKE's support function as we grow our creator community. This role will be responsible for managing day-to-day support operations, building processes, and ensuring a high-quality, compliant customer experience.
Given our regulated environment, candidates with prior banking, financial services, or licensed FinTech experience will be prioritized. This role will work closely with Compliance, Operations, and Product teams, and may initially report into senior leadership to help establish strong operational foundations.
Key Responsibilities:
- Lead and manage a team of Customer Support Associates, including hiring, onboarding, and performance management
- Oversee daily support operations across email, chat, and ticketing systems
- Ensure timely, accurate, and compliant resolution of customer inquiries
- Act as the primary escalation point for complex, high-risk, or compliance-sensitive cases
- Collaborate closely with Compliance on AML/KYC/KYB processes and escalations
- Design and implement scalable support processes, workflows, and SLAs
- Monitor support metrics (e.g., response times, CSAT, resolution rates) and drive continuous improvement
- Own and improve internal documentation, knowledge base, and support playbooks
- Partner with Product and Operations teams to surface customer insights and improve user experience
- Support audits and ensure adherence to regulatory and internal policy requirements
Qualifications:
- 4–7 years of experience in Customer Support or Operations, with at least 1–2 years in a leadership role
- Prior experience in a bank, fintech, or regulated financial institution strongly preferred
- Strong understanding of customer support operations and performance management
- Experience handling escalations and working with compliance-sensitive processes
- Excellent communication, leadership, and problem-solving skills
- Customer-first mindset with strong attention to detail and operational rigor
- Ability to build processes in a fast-paced, startup environment
- Fluency in English (additional languages a plus)
Nice to have Qualifications:
- Experience supporting payments, cards, or financial products
- Familiarity with AML, KYC, onboarding, or account verification processes
- Experience with CRM or ticketing tools (e.g. Zendesk, Intercom)
- Experience building or scaling support teams from early stages
- Interest in fintech, creators, or digital platforms
What's in it for You:
- Competitive Salary: Attractive compensation and relocation package commensurate with experience and skills.
- Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.
- Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.
- Collaborative and Supportive Team: Working with team members that understands the importance of the work you'll be doing.