Customer Support Lead

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.

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

Benefits

• 23 Days Off Plus KE Bank Holidays
• Birthday Leave
• Enhanced Parental Leave
• Learning Budget
• Monthly Socials
• Free Coffee
• Free Lunch