Customer Support Manager

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.