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.

Role Description

We're looking for a VP, Customer Services to own the customer support and service experience across the bank. This person is a senior customer service leader with a strong track record of building and scaling support operations, who understands that in a digital financial product, fast, trustworthy support is core to retention and reputation, not a cost center to be minimized at all costs.

You'll set the strategy for how customers are supported across channels (chat, email, phone), own the tools, processes, and team structure that make that possible, and be accountable for key service metrics — response time, resolution time, CSAT, and cost to serve. You'll be responsible for making sure support scales as the customer base grows, without compromising quality or compliance.

You'll work closely with Product, Risk, and Compliance to make sure support processes reflect regulatory requirements (complaints handling, disputes, fraud escalations), and with Product to feed customer insight back into the roadmap. You'll build and lead a team of managers and support agents, including decisions on in-house vs. outsourced support.

Over time, the right person will help shape how the customer services function scales into new markets, channels, and product lines.

Role Responsibilities

Own the strategy, structure, and performance of the customer services function across all channels

Set and be accountable for key service metrics: response time, resolution time, CSAT, and cost to serve

Build and lead a team of managers and support agents, including in-house and/or outsourced support models

Ensure support processes meet regulatory requirements around complaints handling, disputes, and fraud escalations

Partner with Product and Engineering to improve self-serve options and reduce avoidable contact volume

Feed customer insight and recurring issues back into the product roadmap

Select and manage tools/platforms that support scalable, high-quality service

Scale the function to support growth in customer base, new markets, and new product lines

Essential Requirements

8+ years of experience in customer service/support leadership, including experience at VP or senior director level

Proven track record scaling a support function, ideally within a fast-growing digital product or fintech

Strong understanding of support metrics and how to drive improvement in them

Experience managing complaints, disputes, or other regulated customer service processes

Strong leadership and people management skills, including managing managers

Comfortable partnering cross-functionally with Product, Risk, and Compliance

Worked in a fast-moving environment where processes are still being built out

Nice to have Requirements

Experience at a digital-first bank, fintech, or other regulated financial product

Experience building or managing outsourced/BPO support relationships

Familiarity with support tooling and platforms (e.g. Zendesk, Intercom, or similar)

Experience with multilingual or multi-market support operations