Customer Support Lead
NALA View all jobs
- Nairobi
- Permanent
- Full-time
, our consumer app makes cross-border payments cheaper, faster and more reliable for the global diaspora. Allowing users to send money from the UK, US and EU to Africa and Asia. , our B2B payments infrastructure, is powering global payments.Our team includes alumni from Wise, Stripe, Monzo, Revolut, and CashApp — operators who’ve scaled world-class products. We act with urgency, think deeply, and put our customers first always.At NALA, this isn’t just a job. It’s ownership, impact, and the chance to change global payments forever.Join us in building .🙌 Your MissionAt 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
- 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
- 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
- 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
- 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
- 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
- Fully ramped on team structure, workflows, tools, and key corridors
- Established credibility with your team and cross-functional stakeholders
- Gained full visibility into core metrics (CSAT, FRT, resolution time, backlog, escalations)
- Identified key gaps, inefficiencies, and failure points across support operations
- Confidently handling escalations and understanding risk areas
- Improved response and resolution times across key queues
- Implemented at least 2–3 high-impact process improvements
- Established a consistent performance management rhythm (1:1s, QA, feedback loops)
- Reduced repeat escalations through root cause analysis
- Increased team clarity on expectations, accountability, and performance standards
- Measurable improvement across core metrics (CSAT, FRT, resolution time, escalation rate)
- Clear ownership and accountability embedded within the team
- Scalable processes and escalation frameworks fully in place
- Strong cross-functional alignment with Product, Ops, and Compliance
- Customer issues are not just resolved — they are prevented from recurring
- Talent Screen [30 Mins]
- An initial conversation to align on your background, trajectory, and why NALA’s mission to build for the "Next Billion" resonates with you.
- Technical Problem Solving [1 Hour]
- A deep-dive session with the Hiring Manager focused on a live, role-specific growth challenge.
- We don't care about generic theory; we want to see how you navigate the fragmented payment landscapes and liquidity constraints inherent to African markets.
- Final Interview
- A final-stage interview with the Head of Operations
- This is a high-level assessment of your leadership potential, cultural alignment with our "Customer First" philosophy, and your ability to scale within a company that has grown 120x since 2022.
- 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
- 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
- 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