Head of Customer Support (Fintech)

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:

We are seeking a highly motivated and organised individual to join our team as a Head of Customer Support 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 also with 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 type of a 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 educating yourself and the customer service team in financial technology and banking products, markets and general knowledge.
• Team Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energies and inspire, A – Align across the enterprise, D – Develop others.

Customer Service

• Ensure timely and accurate resolution of customer chats related to the our platform.
• Uphold a high standard of customer service, addressing user inquiries with professionalism and efficiency.
• Champion, implement, and manage corporate policies to ensure full compliance with industry regulations and internal standards.
• Collaborate with other departments to resolve complex technical issues and enhance overall user satisfaction.
• Through multiple digital channels create an SOP and infrastructure to personalize each interaction with a customer
• Support teams within the business operations function as needed, including risk management, compliance and onboarding.
• Comply with all regulatory requirements and internal policies related to customer service.

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 aimed at enhancing service delivery and efficiency.
• Check work of colleagues within team to meet internal and stakeholder requirements.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.

Reporting and Analysis

• Generate regular reports on the performance of the European Support team.
• Analyze data to identify trends, address issues, and make data-driven recommendations for improvement.
• To meet the needs of stakeholders/ customers through specialist advice and support

Qualifications:

Education and Experience

• Bachelor's degree in Business Administration, Finance, or a related field.
• Minimum 8-10 years of leadership experience in support, success, or related roles.
• Previous banking or financial technologies experience required.
• Extensive knowledge of Zendesk or similar tools (e.g., Intercom).

Personal Attributes

• Excellent communication and interpersonal skills.
• Fluency in English is a must.
• Detail-oriented and highly organised.
• Strong analytical skills to track team effectiveness and make data-driven improvements.
• Ability to work independently and as part of a collaborative team.

What’s in it for you

• Competitive Salary: Attractive compensation 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

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