Customer Support Manager

About the role

We are seeking a Customer Support Manager to lead and scale MAKE’s support function as we expand our creator community. The role will manage day‑to‑day support operations, build scalable processes and ensure a high‑quality, compliant customer experience. Relocation to The Valley, Anguilla is required.

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 (response times, CSAT, resolution rates) and drive continuous improvement.
• Maintain 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.

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 regulated financial institution strongly preferred.
• Strong understanding of support operations and performance management.
• Experience handling escalations and working with compliance‑sensitive processes.
• Excellent communication, leadership and problem‑solving abilities.
• 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).

Required skills

• CRM
• Ticketing system

What we offer

• Relocation package to The Valley, Anguilla.
• Comprehensive benefits.