Customer Support Manager

About the role

MAKE is building the world’s first financial platform for content creators. We are looking for a Customer Support Manager to lead and scale our support function as the creator community grows. The position requires relocation to The Valley, Anguilla, and includes a relocation package and comprehensive benefits.

Key responsibilities

• Lead, hire, onboard and manage a team of Customer Support Associates.
• Oversee daily support operations across email, chat, and ticketing systems.
• Ensure timely, accurate, and compliant resolution of customer inquiries.
• Act as primary escalation point for complex, high‑risk, or compliance‑sensitive cases.
• Collaborate with Compliance on AML/KYC/KYB processes and escalations.
• Design and implement scalable support processes, workflows, and service level agreements.
• Monitor support metrics (response times, CSAT, resolution rates) and drive continuous improvement.
• Maintain internal documentation, knowledge base, and support playbooks.
• Partner with Product and Operations to surface customer insights and improve user experience.
• Conduct support audits to ensure regulatory and policy adherence.

Required profile

• 4–7 years of experience in Customer Support or Operations, with 1–2 years in a leadership role.
• Prior experience in a bank, fintech, or other regulated financial institution is strongly preferred.
• Strong understanding of support operations, performance management, and compliance‑sensitive processes.
• Excellent communication, leadership, and problem‑solving abilities.
• Customer‑first mindset with high attention to detail and operational rigor.
• Fluency in English; additional languages are a plus.

Required skills

• Experience with CRM or ticketing tools such as Zendesk.
• Experience with Intercom.

What we offer

• Relocation package to The Valley, Anguilla.
• Comprehensive benefits package.
• Opportunity to shape support operations in a fast‑growing fintech.