Background

At NALA we decided to prioritise two goals: reducing the cost and increasing reliability for sending money. We partner with governments to acquire licences, which in turn, these enable us to build innovative products and services, unlocking faster, safer, and more affordable cross-border payments.

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

• 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

• 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

• Customer support leadership
• Performance metric ownership (CSAT, First Response Time, Resolution Time, Backlog, Escalations)
• Hands-on operational skills
• Process improvement and design
• Coaching and performance management
• Problem-solving and analytical skills
• Cross-functional collaboration
• Structured communication
• Comfort with ambiguity
• Escalation management
• Quality assurance frameworks

• 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 (nice-to-have)
• Exposure to cross-border payments, remittance, or financial services (nice-to-have)
• Familiarity with support tools and systems (e.g. CRMs, ticketing platforms, QA tools, reporting dashboards) (nice-to-have)
• Experience managing multi-market or multi-corridor support operations (nice-to-have)