Pb About MAKE /b /p p At MAKE, we believe creators deserve a banking solution that em gets /em 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. /pp 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. /p pb About the role: /b /p p 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. /p p 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. /p pb Responsibilities: /b /p pb Team Leadership /b /pulli Establish, lead, and supervise the European support team, providing guidance, training, and coaching to team members. /lili Foster a positive and collaborative team culture that values open communication and continuous learning. /lili Continually educating yourself and the customer service team in financial technology and banking products, markets and general knowledge. /lili 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. /li /ul pb Customer Service /b /pulli Ensure timely and accurate resolution of customer chats related to the our platform. /lili Uphold a high standard of customer service, addressing user inquiries with professionalism and efficiency. /lili Champion, implement, and manage corporate policies to ensure full compliance with industry regulations and internal standards. /lili Collaborate with other departments to resolve complex technical issues and enhance overall user satisfaction. /lili Through multiple digital channels create an SOP and infrastructure to personalize each interaction with a customer /lili Support teams within the business operations function as needed, including risk management, compliance and onboarding. /lili Comply with all regulatory requirements and internal policies related to customer service. /li /ul pb Process Improvement /b /pulli Identify opportunities for process, tooling, and workflow improvements within the MAKE Support function. /lili Collaborate with cross-functional teams to implement continuous improvement initiatives aimed at enhancing service delivery and efficiency. /lili Check work of colleagues within team to meet internal and stakeholder requirements. /lili Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures. /li /ul pb Reporting and Analysis /b /pulli Generate regular reports on the performance of the European Support team. /lili Analyze data to identify trends, address issues, and make data-driven recommendations for improvement. /lili To meet the needs of stakeholders/ customers through specialist advice and support /li /ul pb Qualifications: /b /p pb Education and Experience /b /pulli Bachelor#39;s degree in Business Administration, Finance, or a related field. /lili Minimum 8-10 years of leadership experience in support, success, or related roles. /lili Previous banking or financial technologies experience required. /lili Extensive knowledge of Zendesk or similar tools (e.g., Intercom). /li /ul pb Personal Attributes /b /pulli Excellent communication and interpersonal skills. /lili Fluency in English is a must. /lili Detail-oriented and highly organised. /lili Strong analytical skills to track team effectiveness and make data-driven improvements. /lili Ability to work independently and as part of a collaborative team. /li /ul pb What’s in it for you /b /pullib Competitive Salary: /b Attractive compensation package commensurate with experience and skills. /lilib Professional Growth: /b Opportunities for career advancement and personal development in a fast-growing company. /lilib Inclusive Culture: /b Be part of a diverse and collaborative team committed to innovation and excellence. /lilib Collaborative and Supportive Team: /b Working with team members that understands the importance of the work you’ll be doing /li /ul p If you are passionate about leading a team and dedicated to providing exceptional customer support, we encourage you to apply for this exciting opportunity! /p