PbAbout MAKE /b /ppbr/ppAt 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. /ppMAKE 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. /ppbr/ppbAbout the role: /b /ppbr/ppWe 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. /ppbr/ppThe 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. /ppbr/ppbResponsibilities: /b /ppbr/ppbTeam Leadership /b /pulliEstablish, lead, and supervise the European support team, providing guidance, training, and coaching to team members. /liliFoster a positive and collaborative team culture that values open communication and continuous learning. /liliContinually educating yourself and the customer service team in financial technology and banking products, markets and general knowledge. /liliTeam 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 /ulpbr/ppbCustomer Service /b /pulliEnsure timely and accurate resolution of customer chats related to the our platform. /liliUphold a high standard of customer service, addressing user inquiries with professionalism and efficiency. /liliChampion, implement, and manage corporate policies to ensure full compliance with industry regulations and internal standards. /liliCollaborate with other departments to resolve complex technical issues and enhance overall user satisfaction. /liliThrough multiple digital channels create an SOP and infrastructure to personalize each interaction with a customer /liliSupport teams within the business operations function as needed, including risk management, compliance and onboarding. /liliComply with all regulatory requirements and internal policies related to customer service. /li /ulpbr/ppbProcess Improvement /b /pulliIdentify opportunities for process, tooling, and workflow improvements within the MAKE Support function. /liliCollaborate with cross-functional teams to implement continuous improvement initiatives aimed at enhancing service delivery and efficiency. /liliCheck work of colleagues within team to meet internal and stakeholder requirements. /liliAssess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures. /li /ulpbr/ppbReporting and Analysis /b /pulliGenerate regular reports on the performance of the European Support team. /liliAnalyze data to identify trends, address issues, and make data-driven recommendations for improvement. /liliTo meet the needs of stakeholders/ customers through specialist advice and support /li /ulpbr/ppbQualifications: /b /ppbr/ppbEducation and Experience /b /pulliBachelor's degree in Business Administration, Finance, or a related field. /liliMinimum 8-10 years of leadership experience in support, success, or related roles. /liliPrevious banking or financial technologies experience required. /liliExtensive knowledge of Zendesk or similar tools (e.g., Intercom). /li /ulpbr/ppbPersonal Attributes /b /pulliExcellent communication and interpersonal skills. /liliFluency in English is a must. /liliDetail-oriented and highly organised. /liliStrong analytical skills to track team effectiveness and make data-driven improvements. /liliAbility to work independently and as part of a collaborative team. /li /ulpbr/ppbWhat’s in it for you /b /pullibCompetitive Salary: /b Attractive compensation package commensurate with experience and skills. /lilibProfessional Growth: /b Opportunities for career advancement and personal development in a fast-growing company. /lilibInclusive Culture: /b Be part of a diverse and collaborative team committed to innovation and excellence. /lilibCollaborative and Supportive Team: /b Working with team members that understands the importance of the work you’ll be doing /li /ulpbr/ppIf you are passionate about leading a team and dedicated to providing exceptional customer support, we encourage you to apply for this exciting opportunity! /p