Customer Support Manager

MAKE is a financial platform tailored to content creators, aiming to provide a banking solution that meets their unique needs. The Customer Support Manager will lead and scale the support function, managing operations and ensuring a high-quality customer experience while collaborating with various teams in a regulated environment.

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

Requirements:

• 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)
• 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