{"schemaVersion":"jobsearcher.job.v1","id":"78decfbdc1e008a79e5b6a80","url":"https://jobsearcher.com/jobs/78decfbdc1e008a79e5b6a80","canonicalUrl":"https://jobsearcher.com/jobs/78decfbdc1e008a79e5b6a80","title":"Customer Support Manager","description":"About MAKE\nAt 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.\nMAKE 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.\n\nAbout the role:\nThis role requires relocation to The Valley, Anguilla. We provide a relocation package with comprehensive benefits.\nWe are hiring a Customer Support Manager to lead and scale MAKE's support function as we grow our creator community. This role will be responsible for managing day-to-day support operations, building processes, and ensuring a high-quality, compliant customer experience.\nGiven our regulated environment, candidates with prior banking, financial services, or licensed FinTech experience will be prioritized. This role will work closely with Compliance, Operations, and Product teams, and may initially report into senior leadership to help establish strong operational foundations.\n\nKey Responsibilities:\nLead and manage a team of Customer Support Associates, including hiring, onboarding, and performance management\nOversee daily support operations across email, chat, and ticketing systems\nEnsure timely, accurate, and compliant resolution of customer inquiries\nAct as the primary escalation point for complex, high-risk, or compliance-sensitive cases\nCollaborate closely with Compliance on AML/KYC/KYB processes and escalations\nDesign and implement scalable support processes, workflows, and SLAs\nMonitor support metrics (e.g., response times, CSAT, resolution rates) and drive continuous improvement\nOwn and improve internal documentation, knowledge base, and support playbooks\nPartner with Product and Operations teams to surface customer insights and improve user experience\nSupport audits and ensure adherence to regulatory and internal policy requirements\nQualifications:\n4–7 years of experience in Customer Support or Operations, with at least 1–2 years in a leadership role\nPrior experience in a bank, fintech, or regulated financial institution strongly preferred\nStrong understanding of customer support operations and performance management\nExperience handling escalations and working with compliance-sensitive processes\nExcellent communication, leadership, and problem-solving skills\nCustomer-first mindset with strong attention to detail and operational rigor\nAbility to build processes in a fast-paced, startup environment\nFluency in English (additional languages a plus)\nNice to have Qualifications:\nExperience supporting payments, cards, or financial products\nFamiliarity with AML, KYC, onboarding, or account verification processes\nExperience with CRM or ticketing tools (e.g. Zendesk, Intercom)\nExperience building or scaling support teams from early stages\nInterest in fintech, creators, or digital platforms\nWhat's in it for You:\nCompetitive Salary: Attractive compensation and relocation package commensurate with experience and skills.\nProfessional Growth: Opportunities for career advancement and personal development in a fast-growing company.\nInclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.\nCollaborative and Supportive Team: Working with team members that understands the importance of the work you'll be doing.","company":"Make","rawCompany":"make","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-06T15:07:10.344Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"522299","title":"International, Secondary Market, and All Other Nondepository Credit Intermediation","slug":"international-secondary-market-and-all-other-nondepository-credit-intermediation"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Manager","description":"About MAKE\nAt 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.\nMAKE 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.\n\nAbout the role:\nThis role requires relocation to The Valley, Anguilla. We provide a relocation package with comprehensive benefits.\nWe are hiring a Customer Support Manager to lead and scale MAKE's support function as we grow our creator community. This role will be responsible for managing day-to-day support operations, building processes, and ensuring a high-quality, compliant customer experience.\nGiven our regulated environment, candidates with prior banking, financial services, or licensed FinTech experience will be prioritized. This role will work closely with Compliance, Operations, and Product teams, and may initially report into senior leadership to help establish strong operational foundations.\n\nKey Responsibilities:\nLead and manage a team of Customer Support Associates, including hiring, onboarding, and performance management\nOversee daily support operations across email, chat, and ticketing systems\nEnsure timely, accurate, and compliant resolution of customer inquiries\nAct as the primary escalation point for complex, high-risk, or compliance-sensitive cases\nCollaborate closely with Compliance on AML/KYC/KYB processes and escalations\nDesign and implement scalable support processes, workflows, and SLAs\nMonitor support metrics (e.g., response times, CSAT, resolution rates) and drive continuous improvement\nOwn and improve internal documentation, knowledge base, and support playbooks\nPartner with Product and Operations teams to surface customer insights and improve user experience\nSupport audits and ensure adherence to regulatory and internal policy requirements\nQualifications:\n4–7 years of experience in Customer Support or Operations, with at least 1–2 years in a leadership role\nPrior experience in a bank, fintech, or regulated financial institution strongly preferred\nStrong understanding of customer support operations and performance management\nExperience handling escalations and working with compliance-sensitive processes\nExcellent communication, leadership, and problem-solving skills\nCustomer-first mindset with strong attention to detail and operational rigor\nAbility to build processes in a fast-paced, startup environment\nFluency in English (additional languages a plus)\nNice to have Qualifications:\nExperience supporting payments, cards, or financial products\nFamiliarity with AML, KYC, onboarding, or account verification processes\nExperience with CRM or ticketing tools (e.g. Zendesk, Intercom)\nExperience building or scaling support teams from early stages\nInterest in fintech, creators, or digital platforms\nWhat's in it for You:\nCompetitive Salary: Attractive compensation and relocation package commensurate with experience and skills.\nProfessional Growth: Opportunities for career advancement and personal development in a fast-growing company.\nInclusive Culture: Be part of a diverse and collaborative team committed to innovation and excellence.\nCollaborative and Supportive Team: Working with team members that understands the importance of the work you'll be doing.","datePosted":"2026-08-06T15:07:10.344Z","dateModified":"2026-08-06T15:07:10.344Z","hiringOrganization":{"@type":"Organization","name":"Make","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"78decfbdc1e008a79e5b6a80"},"url":"https://jobsearcher.com/jobs/78decfbdc1e008a79e5b6a80"}}