Customer Support Manager

Job summary

Lead and scale the customer support function by managing daily operations and a team of associates. Design scalable workflows and collaborate with Compliance and Product teams to ensure a high-quality, regulated customer experience.

Job details

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. Please do not apply to this role if you are not willing to relocate to Anguilla. 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.

What you’ll do

Lead and scale the customer support function by managing daily operations and a team of associates. Design scalable workflows and collaborate with Compliance and Product teams to ensure a high-quality, regulated customer experience.

Requirements

Requires 4-7 years of experience in customer support or operations, including 1-2 years in a leadership role. Prior experience in banking, fintech, or a regulated financial institution is strongly preferred.

Benefits

• Relocation Package
• Professional Growth Opportunities
• Inclusive Culture

Listed skills

• Escalation Handling · Preferred
• Problem solving · Preferred
• SLA Management · Preferred
• Team Leadership · Preferred
• CRM Tools · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Leadership
• Customer Support Operations
• Performance Management
• Escalation Handling
• AML/KYC/KYB Compliance
• Process Design
• SLA Management
• CRM Tools
• Operational Rigor
• Problem Solving
• Strategic Planning
• Stakeholder Collaboration
• Know Your Customer
• Financial Technology (FinTech)
• Workflow Management
• Auditing
• Customer Support
• Customer Relationship Management
• Building Codes
• Customer Service
• Communication
• Continuous Improvement Process
• Economics
• English Language
• Financial Services
• Leadership
• Scalability
• Innovation
• Internal Documentation
• Employee Onboarding
• Operations
• Anti Money Laundering
• Computer Security Awareness Training
• Customer Inquiries
• Teamwork
• Detail Oriented

Job areas

• Customer Service & Support
• Management & Leadership
• Finance & Accounting
• Technology
• Customer Support Manager
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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