Senior Customer Support Manager - Bank

buscojobs España; Lyon; À distance; EUR 45 000 - 70 000; Plein temps

Résumé du poste

A leading company in the FinTech sector is seeking a Support Team Lead to manage daily operations of its Banking Customer Service team. The ideal candidate will demonstrate strong leadership skills and customer service expertise while fostering a collaborative team culture. This position offers growth opportunities in an innovative work environment.

Prestations

Competitive salary based on experience

Opportunities for career growth

Supportive teamwork environment

Flexible hours and remote work

Qualifications

• 5 years of leadership experience in support or similar roles.
• Experience in banking or financial technologies.
• Fluency in English is essential.

Responsabilités

• Oversee daily operations of Banking Customer Service team.
• Ensure timely resolution of customer inquiries.
• Identify opportunities to improve processes in support function.

Connaissances

Customer service

Leadership

Analytical skills

Formation

Bachelor’s degree in Business Administration, Finance, or related field

Outils

Zendesk

Intercom

Description du poste

At MAKE, we believe creators deserve a banking solution that understands them. Our platform is fast, intuitive, and designed to help creators grow. We are building the world’s first financial platform tailored to content creators, facilitating easier earning, spending, and saving across borders.

Founded to address the underserved needs of the Creator Economy, MAKE aims to fill gaps often overlooked by traditional banking, leveraging technology and global solutions for our clients.

About the role :

We are seeking a highly motivated and organized individual to join us as a Support Team Lead within our FinTech Financial Institution. You will oversee the daily operations of our Banking Customer Service team, handling non-technical inquiries via email (Zendesk) and resolving technical questions related to the MAKE platform, including Level 1 and Level 2 banking-related issues.

The ideal candidate will have strong customer service skills, attention to detail, and a commitment to continuous improvement, with experience in Financial Technologies or Banking. This role reports directly to the CEO.

• Establish, lead, and supervise the European support team, providing guidance, training, and coaching.
• Foster a positive, collaborative team culture emphasizing open communication and learning.
• Continuously educate yourself and your team on financial technology and banking products, markets, and general knowledge.
• Demonstrate leadership behaviors aligned with MAKE’s LEAD principles : Listen, Energize, Align, and Develop.

Customer Service :

• Ensure timely, accurate resolution of customer inquiries related to our platform.
• Maintain high standards of professionalism and efficiency in customer interactions.
• Implement and enforce policies to ensure compliance with industry regulations and internal standards.
• Collaborate with other departments to resolve complex issues and improve user satisfaction.
• Create SOPs and infrastructure to personalize customer interactions across digital channels.
• Support business operations functions such as risk management, compliance, and onboarding.
• Ensure compliance with all regulatory and internal policies.

Process Improvement :

• Identify opportunities to improve processes, tools, and workflows within the support function.
• Work with cross-functional teams to implement initiatives that enhance service delivery and efficiency.
• Review colleagues’ work to meet internal and stakeholder requirements.
• Evaluate and adapt previous experiences to new circumstances not covered by existing procedures.

Reporting and Analysis :

• Generate regular performance reports for the European Support team.
• Analyze data to identify trends, resolve issues, and recommend improvements.
• Provide expert advice and support to meet stakeholder and customer needs.

Qualifications :

Education and Experience

• Bachelor’s degree in Business Administration, Finance, or related field.
• At least 5 years of leadership experience in support, success, or similar roles.
• Experience in banking or financial technologies required.
• Proficiency with Zendesk or similar tools (e.g., Intercom).

Personal Attributes

• Excellent communication and interpersonal skills.
• Fluency in English is essential.
• Highly organized and detail-oriented.
• Strong analytical skills for tracking and improving team performance.
• Ability to work independently and collaboratively.

What’s in it for you :

• Competitive salary and attractive compensation based on experience.
• Remote work with flexible hours and locations.
• Opportunities for career growth and personal development.
• Inclusive, diverse, and innovative team culture.
• Supportive environment emphasizing teamwork and excellence.

If you are passionate about leading teams and delivering exceptional customer support, we encourage you to apply for this exciting opportunity!

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