Senior Customer Support Manager - BANK

At MAKE, we believe creators deserve a banking solution that gets them. One that’s fast, intuitive, and built to help them grow. We’re building the world’s first financial platform tailored to content creators — making it easier to earn, spend, and save money across borders. MAKE was founded with a specific purpose in mind to address the underserved needs of the Creator Economy often overlooked by traditional banking while bringing forward technology, banking, and global solutions for our Creator Economy Clients.

About the role : We are seeking a highly motivated and organised individual to join our team as a Support Team Lead within our FinTech Financial Institution. In this role, you will be responsible for establishing and overseeing the day-to-day operations of our Banking Customer Service team. This includes resolving non-technical customer inquiries via email (Zendesk) as well as technical questions regarding the use of and troubleshooting of the MAKE platform, including understanding and solving Level 1 and Level 2 banking related enquiries. The ideal candidate will possess strong customer service skills, attention to detail, and a commitment to continuous improvement initiatives, with some background in the Financial Technologies or Banking Industry. This role reports directly to the Chief Executive Officer.

Responsibilities :

Team Leadership: Establish, lead, and supervise the European support team, providing guidance, training, and coaching to team members. Foster a positive and collaborative team culture that values open communication and continuous learning. Continually educate yourself and the customer service team in financial technology and banking products, markets, and general knowledge. Demonstrate leadership behaviors to create an environment for colleagues to thrive and deliver excellent standards. The four LEAD behaviors are: L – Listen and be authentic, E – Energize and inspire, A – Align across the enterprise, D – Develop others.

Customer Service: Ensure timely and accurate resolution of customer inquiries related to our platform. Uphold high standards of customer service, addressing user inquiries professionally and efficiently. Implement and manage policies to ensure compliance with industry regulations and internal standards. Collaborate with other departments to resolve complex technical issues and enhance user satisfaction. Create SOPs and infrastructure to personalize each customer interaction. Support teams within business operations, including risk management, compliance, and onboarding. Ensure compliance with all regulatory requirements and internal policies.

Process Improvement: Identify opportunities for process, tooling, and workflow improvements within the MAKE Support function. Collaborate with cross-functional teams to implement continuous improvement initiatives to enhance service delivery and efficiency. Review colleagues' work to meet internal and stakeholder requirements. Evaluate previous experiences and options under circumstances not covered by procedures.

Reporting and Analysis: Generate regular reports on the European Support team’s performance. Analyze data to identify trends, address issues, and recommend improvements. Provide specialist advice and support to meet stakeholder and customer needs.

Qualifications : Education and Experience: Bachelor's degree in Business Administration, Finance, or a related field. Minimum 5 years of leadership experience in support, success, or related roles. Previous banking or financial technologies experience is required. Extensive knowledge of Zendesk or similar tools (e.g., Intercom).

Personal Attributes: Excellent communication and interpersonal skills. Fluency in English is essential. Detail-oriented and highly organized. Strong analytical skills to track team effectiveness and make data-driven improvements. Ability to work independently and collaboratively.

What’s in it for you :

Competitive Salary: Attractive compensation package commensurate with experience and skills.

Remote Work: Flexible working hours and location options.

Professional Growth: Opportunities for career advancement and personal development in a fast-growing company.

Inclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.

Supportive Team: Work with team members who understand the importance of your work.

If you are passionate about leading a team and dedicated to providing exceptional customer support, we encourage you to apply for this exciting opportunity!