Customer Support Lead

Your Mission

• At NALA, customer support is where trust is built. We are hiring a Customer Support Team Lead to own how we show up when it matters most: when transactions fail, money is delayed, and customers need fast, clear answers. Your mission is to deliver reliable, high-quality support at scale while ensuring every interaction strengthens confidence in NALA fintech.
• You will lead a team, own performance end-to-end, and continuously improve how we operate across markets. This is a hands-on role, you’ll stay close to the work, step into escalations, coach in real time, and fix what’s broken. As we scale, your role is to bring structure to complexity and build a support function that is fast, consistent, and trusted.

Team Management & Leadership

• Lead, coach, and develop a high-performing team of customer support representatives
• Set clear performance expectations and accountability standards
• Conduct regular 1:1s, performance reviews, and real-time coaching
• Build a culture of urgency, ownership, and customer obsession
• Identify and address performance gaps quickly and effectively

Performance & Metrics Ownership

• Own key support metrics end-to-end:
• CSAT
• First Response Time
• Resolution Time
• Backlog and escalation rates
• Monitor performance daily and take proactive corrective action
• Identify trends, diagnose root causes, and implement improvements
• Build reporting rhythms and provide clear performance insights

Escalation & Incident Management

• Act as the primary point of contact for complex or high-risk customer issues
• Resolve escalations quickly while maintaining customer trust
• Establish and refine escalation frameworks and response protocols
• Partner with Product, Ops, and Compliance on critical incidents

Operations & Process Improvement

• Identify inefficiencies in support workflows and customer journeys
• Design and implement scalable processes and playbooks
• Improve tooling, routing, and support operations for speed and consistency
• Continuously optimise how the team works as volume and complexity grow

Customer Insights & Cross-Functional Impact

• Translate customer feedback into actionable insights
• Partner with Product and Operations to improve user experience
• Surface recurring issues and influence product or process changes
• Act as the voice of the customer internally

Quality Assurance Oversight

• Implement and maintain QA frameworks and support standards
• Ensure adherence to regulatory and compliance requirements
• Conduct regular audits and maintain consistency across interactions
• Drive continuous improvement in support quality

Requirements

Must-have Requirements

• Proven experience leading customer support teams in high-volume, fast-paced environments (fintech, payments, or similarly complex operations strongly preferred)
• Strong ownership of support performance metrics (CSAT, first response time, resolution time, backlog, escalations) with a clear track record of improving them — not just reporting on them
• Hands-on operator mindset — comfortable getting into the detail, handling escalations, and fixing issues directly when needed
• Experience building or improving support processes — including workflows, escalation frameworks, QA, and performance management systems
• Ability to coach and manage performance — setting clear expectations, giving direct feedback, and driving accountability within a team
• Strong problem-solving and analytical skills — able to identify patterns, diagnose root causes, and implement effective solutions quickly
• Experience working cross-functionally with Product, Operations, and Compliance to resolve issues and improve customer experience
• Clear, structured communication skills — able to simplify complex issues for both customers and internal stakeholders
• Comfort operating in ambiguity — able to create structure, prioritise effectively, and move quickly in a scaling environment

 Nice-to-have Requirements

• Experience in a high-growth startup or scaling environment
• Exposure to cross-border payments, remittance, or financial services
• Familiarity with support tools and systems (e.g. CRMs, ticketing platforms, QA tools, reporting dashboards)
• Experience managing multi-market or multi-corridor support operations

Benefits

Benefits

• 23 Days Off Plus KE Bank Holidays: Take the time to decompress. Working at a startup is hard!
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month.
• Enhanced Parental Leave: We offer 16 weeks of full pay for the primary caregiver and 4 weeks of full pay for the secondary caregiver (After a 6-month probationary period)
• Learning Budget: Fuel your growth with $1000 annually for learning and development.
• Monthly Socials: Join fun social events every month for great times.
• Free Coffee: Enjoy barista-style coffee at your fingertips.
• Free Lunch: Every day