Customer Support Manager (Full-Time)
About nsave
nsave is a fintech company headquartered in London. Founded by Amer Baroudi and Abdallah AbuHashem, our vision is to "Protect and grow the wealth of the financially excluded". We have built a global platform that provides trusted USD accounts, global payments and investments for individuals from distressed economies, where inflation is high and banking systems are unstable. Our compliance-by-design approach and proprietary technology allow us to deliver these services securely and at scale.
To date, nsave has raised $22M from leading investors including Sequoia Capital, TQ Ventures, Y Combinator and SV Angel. Our team has grown 200% in the last year, and with so much more ahead, we're just getting started!
Location: Full-time, on-site role based in London
About the Role
As our Customer Support Lead, you will build, manage and scale a high‑performing customer support function at the heart of nsave's mission. This is a business‑critical role, responsible for ensuring our customers receive rapid, high‑quality support while continuously improving systems, feedback loops and operational excellence. You will lead a team of 10 Customer Support agents and play a central role in shaping how we deliver a world‑class support experience as we scale.
Responsibilities
- Lead and manage a team of 10 Customer Support agents, ensuring performance, quality and accountability
- Design and oversee CS planning, coordination and scheduling to ensure consistent coverage and service levels
- Audit performance and quality, implementing structured feedback and continuous improvement processes
- Build strong feedback loops between Customer Support, Product, Engineering and Operations to surface user pain points and drive improvements
- Develop scalable systems and automations to optimise recurring workflows and reduce manual effort
- Analyse support data to identify trends, root causes and highest‑impact opportunities for improvement
- Maintain and enhance knowledge bases, documentation and internal frameworks
- Ensure rapid and proactive responses to customer issues, bugs and operational queries
Who you are
- Experienced in leading customer support teams within a high‑growth startup or fintech environment
- Strong track record of building scalable support processes and operational frameworks
- Data‑driven and tech‑savvy, with the ability to use insights to drive meaningful improvements
- Experienced in automation and workflow optimisation, reducing manual friction through smart systems
- Comfortable analysing performance metrics and translating them into action
- Proactive, decisive and able to operate effectively in a fast‑paced, high‑ambiguity environment
- Strong communicator who can collaborate cross‑functionally with Product, Engineering and Operations
- Methodical and structured, ensuring clear processes and strong feedback loops
- Coding knowledge or technical fluency is highly desirable
How You'll Make a Difference
- Build a rapid, scalable customer support function that grows alongside the business
- Create strong operational foundations that ensure quality, consistency and accountability
- Surface actionable insights from customer interactions to directly inform product and operational improvements
- Automate and optimise workflows to increase efficiency and reduce response times
- Maintain high standards in performance auditing, quality assurance and knowledge management
- Embed a culture of urgency, ownership and excellence within the support team
Values
- Service - "Mission First": We put the mission, our customers and our team above self.
- Urgency - "Stay focused. Move fast": We act with urgency and intention, concentrating on what matters most.
- Ownership - "Act as an Owner": We take responsibility for outcomes end‑to‑end.
- Standards - "Pursue Excellence": We hold ourselves to high personal standards and continuously improve.
Candidate Fit
- Are deeply motivated by nsave's mission and the problems we are solving
- Thrive in high‑ownership, high‑accountability environments
- Are comfortable operating with urgency and ambiguity
- Want to build and scale a best‑in‑class customer support function in an early‑stage, high‑growth fintech
Employee Benefits
- nsave Share Options (subject to eligibility and plan rules)
- 25 days Annual leave (+ UK Public Holidays)
- Visa Sponsorship available
- Private Medical Insurance (includes Dental, Optical and pre‑existing conditions)
- Free monthly Gym membership (via hussle)
- £500 GBP Health & Wellness Budget
- Individual Learning & Development Budget
- Season Ticket Loan Scheme
- Cycle to Work Scheme
nsave is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and welcome applications from all backgrounds, identities and experiences. We do not discriminate on the basis of age, gender, ethnicity, religion, sexual orientation, disability or any other protected characteristic.
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