About Us: Infloww was founded with a specific purpose in mind to address the underserved needs of spicy creators segment often overlooked by mainstream tech companies.
Our journey began with the development of the Infloww CRM, a platform tailored for the 3 million OnlyFans creators.
However, this marked just the beginning of our journey.
Today, we are diversifying our company portfolio into new arenas, including Al-powered tools and fintech.
We are a diverse team of builders and creatives distributed across the globe.
This is your chance to be part of a movement that will elevate an entire industry.
About the role: We are seeking a highly motivated and organized individual to join our team as a Support Team Lead 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, Banking or Payments Industry.
This role reports directly to the Chief Executive Officer.
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.
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 behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
The four LEAD behaviors 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 Infloww platform.
Uphold a high standard of customer service, addressing user inquiries with professionalism and efficiency.
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, Psychology, Human Resources, Finance, or a related field.
Minimum 4 years of leadership experience in support, success, or related roles.
Previous banking, financial technologies or financial payments 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 organized.
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.
Remote Work: We offer flexible working hours and location options.
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