Senior Customer Support Manager - BANK

At MAKE, we believe creators deserve a banking solution that understands them. Our platform is fast, intuitive, and designed to support their growth. We are building the world’s first financial platform tailored specifically for content creators, making it easier to earn, spend, and save money across borders. MAKE was founded to address the underserved needs of the Creator Economy, often overlooked by traditional banking, by leveraging technology, banking, 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. In this role, you will oversee the daily operations of our Banking Customer Service team, handling non-technical customer inquiries via email (Zendesk) and 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 experience in Financial Technologies or Banking. This role reports directly to the CEO.

Responsibilities :

• Team Leadership : Establish, lead, and supervise the European support team. Provide guidance, training, and coaching to team members. Foster a positive, collaborative culture emphasizing open communication and continuous learning. Stay informed and educate the team on financial technology, banking products, markets, and industry knowledge. Demonstrate leadership behaviors aligned with MAKE’s core values : Listen and be authentic, Energize and inspire, Align across the enterprise, Develop others.
• Customer Service : Ensure timely, accurate resolution of customer inquiries related to the platform. Maintain high standards of professionalism and efficiency. Implement and manage policies to ensure compliance with industry regulations and internal standards. Collaborate across departments to resolve complex issues and improve user satisfaction. Develop SOPs and infrastructure to personalize customer interactions. Support other business functions such as risk management, compliance, and onboarding, ensuring regulatory adherence.
• Process Improvement : Identify opportunities to enhance processes, tools, and workflows within the support function. Work with cross-functional teams to implement continuous improvement initiatives. Review colleagues’ work to ensure quality and compliance. Evaluate past experiences and adapt procedures to new circumstances.
• 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. Minimum 5 years of leadership experience in support or related roles. Prior experience in banking or financial technologies is required. Proficiency with Zendesk or similar tools (e.g., Intercom).

Personal Attributes : Excellent communication and interpersonal skills. Fluency in English. Highly organized and detail-oriented. Strong analytical skills for team performance tracking and improvements. Ability to work independently and collaboratively.

What’s in it for you :

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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