Customer Support Manager
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 56d ago
The date the source published, not the day we noticed it (2026-07-20). Last seen at its source 2h ago.
Is it remote?
Anguilla; Antigua and Barbuda; Aruba; Barbados; British Virgin Islands; Cayman Islands; Curaçao; Dominica; Dominican Republic; Grenada; Guadeloupe; Haiti; Jamaica; Martinique; Puerto Rico; Remote - Canada; Remote - United States; Remote – Caribbean; Saint Kitts and Nevis; Saint Lucia; Saint Vincent and the Grenadines; Sint Maarten; The Bahamas; Trinidad and Tobago; United States
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
Anguilla, Antigua and Barbuda, Aruba, Barbados, British Virgin Islands, Curacao, Dominica, Dominican Republic, Grenada, Guadeloupe, Haiti, Jamaica, Martinique, Puerto Rico, Canada, United States, Saint Kitts and Nevis, Sint Maarten, Bahamas, Trinidad and Tobago
The description states no restriction of its own. This is the source's own tag.
Pay
$12.8k–118.2k/yr
Published by the source in its own salary field. Shown in the posting's own currency and period; we never convert.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
greenhouse employer's own board first seen 38d ago · last seen 2h ago
The listing
About MAKE
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:
This role requires relocation to The Valley, Anguilla. We provide a relocation package with comprehensive benefits. Please do not apply to this role if you are not willing to relocate to Anguilla.
We 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.
Given 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.
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 (e.g., response times, CSAT, resolution rates) and drive continuous improvement
- Own and improve 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
Qualifications:
- 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
- Strong understanding of customer support operations and performance management
- Experience handling escalations and working with compliance-sensitive processes
- Excellent communication, leadership, and problem-solving skills
- 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)
Nice to have Qualifications:
- Experience supporting payments, cards, or financial products
- Familiarity with AML, KYC, onboarding, or account verification processes
- Experience with CRM or ticketing tools (e.g. Zendesk, Intercom)
- Experience building or scaling support teams from early stages
- Interest in fintech, creators, or digital platforms
What’s in it for You:
- Competitive Salary: Attractive compensation and relocation package commensurate with experience and skills.
- 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.
- Collaborative and Supportive Team: Working with team members that understands the importance of the work you’ll be doing.