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.
Key Responsibilities
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, and 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 & Quality Assurance
Translate customer feedback into actionable insights and partner with Product and Operations to improve user experience.
Surface recurring issues and influence product or process changes as the voice of the customer.
Implement and maintain QA frameworks and support standards.
Ensure adherence to regulatory and compliance requirements.
Benefits
23 Days Off Plus KE Bank Holidays: Take the time to decompress.
Birthday Leave: Celebrate your special day with a bonus day off.
Enhanced Parental Leave: 16 weeks full pay for primary caregivers and 4 weeks for secondary caregivers (after probation).
Learning Budget: $1000 annually for learning and development.
Monthly Socials: Fun social events every month.
Free Coffee and Lunch: Enjoy barista-style coffee and daily lunch provided at the office.
How to Apply
Interested and qualified candidates should apply online by visiting the NALA application page on Workable via the application link provided.
How to Apply
Interested and qualified candidates should go to NALA on apply.workable.com to submit their application. The recruitment is managed through Workable.
