Customer Support Manager
United States of America
Full Time
4 hours ago
Visa Sponsor
Key skills
Customer Support OperationsPerformance ManagementCompliance ProcessesAMLKYCKYBEscalation HandlingCRM ToolsZendeskIntercomFinancial ProductsCRMLeadershipCommunication
About this role
MAKE is a financial platform tailored to content creators, aiming to provide a banking solution that meets their unique needs. The Customer Support Manager will lead and scale the support function, managing operations and ensuring a high-quality customer experience while collaborating with various teams in a regulated environment.
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
Requirements:
- 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)
- 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