Customer Support Manager

About the role

MAKE is building a financial platform for content creators and is hiring a Customer Support Manager to lead and scale its support function. The role covers day-to-day support operations, process building and a high-quality, compliant customer experience. It involves relocation to The Valley, Anguilla, with a relocation package and comprehensive benefits. Candidates with prior banking, financial services or licensed FinTech experience will be prioritised.

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
• Work closely with Compliance on AML/KYC/KYB processes and escalations
• Design and implement scalable support processes, workflows and SLAs
• Monitor support metrics such as response times, CSAT and resolution rates and drive continuous improvement
• Own and improve internal documentation, knowledge base and support playbooks
• Partner with Product and Operations 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 at least 1-2 years in a leadership role
• Prior experience in a bank, fintech or regulated financial institution strongly preferred
• Fluency in English; additional languages a plus
• Nice to have: experience supporting payments, cards or financial products, and familiarity with AML, KYC, onboarding or account verification processes

Required skills

• Strong understanding of customer support operations and performance management
• Experience handling escalations and working with compliance-sensitive processes
• Nice to have: experience with CRM or ticketing tools such as Zendesk or Intercom

What we offer

• Competitive salary and relocation package commensurate with experience and skills
• Professional growth opportunities in a fast-growing company
• An inclusive culture and a collaborative, supportive team