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- Tasks: Lead and scale a high-performing customer support team in a fast-paced fintech environment.
- Company: Join nsave, a dynamic London-based fintech on a mission to empower the financially excluded.
- Benefits: Enjoy competitive salary, visa sponsorship, private medical insurance, and generous holiday allowance.
- Other info: Be part of a rapidly growing team with excellent career development opportunities.
- Why this job: Make a real impact by enhancing customer experiences and driving operational excellence.
- Qualifications: Experience in customer service management and a passion for tech-driven solutions.
The predicted salary is between 60000 - 80000 ÂŁ per year.
Customer Support Manager – Visa Sponsorship Available
About nsave:
nsave is a London-based fintech company with a vision to “Protect and grow the wealth of the financially excluded.” We offer reliable USD accounts, global payments, and investments for people in distressed economies. Our compliance-by-design methodology and unique technologies enable us to deliver these services securely and at scale.
Location: Full-time, on-site role in London
About the Role:
As our Customer Support Lead, you will design, manage, and scale a high-performing customer support operation. This business-critical function ensures our clients receive fast, high-quality service while continually improving systems and operational excellence. You will lead a team of 10 Customer Support agents.
- Manage the performance, quality, and responsibility of a team of 10 Customer Support agents.
- Lead design and supervise CS planning, coordination, and scheduling to maintain constant coverage and service levels.
- Audit performance and quality, set up structured feedback and continuous improvement procedures.
- Build strong feedback loops between Customer Support, Product, Engineering, and Operations.
- Build scalable systems and automations that improve repetitive procedures and reduce manual labour.
- Analyse support data to find trends, root causes, and opportunities for improvement.
- Maintain and improve knowledge bases, documentation, and internal frameworks.
- Provide rapid and proactive replies to customer complaints, faults, and operational queries.
Who you are:
- Proven experience directing customer service teams in a high-growth startup or fintech context.
- Experience in developing scalable support processes and operational frameworks.
- Data-driven, tech knowledgeable, and able to apply insights to generate substantial improvements.
- Automation and workflow optimisation expert.
- Confident at assessing performance metrics and translating them into action.
- Proactive, decisive, and comfortable working in a fast-paced, high-ambiguity environment.
- Excellent communicator with the ability to work cross-functionally.
- Methodical and structured with defined processes and strong feedback loops.
- Coding knowledge or technical literacy is a plus.
What You’ll Do:
- Build a fast, scalable customer support capability that expands with the business.
- Build solid operational foundations for quality, consistency, and accountability.
- Extract actionable insights from customer interactions to inform product and operational changes.
- Automate and optimise procedures to boost efficiency and decrease response times.
- Maintain high standards in performance auditing, quality assurance, and knowledge management.
- Instil a culture of urgency, ownership, and excellence into the support team.
nsave Values:
- Service: “Mission First” - We put the mission, our clients, and our team before self.
- Urgency: “Stay focused. Move fast” - We move with urgency and purpose.
- Ownership: “Think Like an Owner” - We are responsible for end-to-end results and continually improve.
We seek candidates who:
- Are deeply driven by nsave’s purpose and the problems we are solving.
- Flourish in high ownership, high accountability environments.
- Are comfortable working with ambiguity and under pressure.
- Are looking to establish and scale a first-class customer support function at an early-stage, high-growth fintech.
Benefits for Employees:
- nsave Share Options (subject to eligibility and plan terms).
- 25 Days Holiday (+ UK Public Holidays).
- Visa Sponsorship Provided.
- Private Medical Insurance (including Dental, Optical, and pre-existing diseases).
- Free monthly Gym membership (via hussle).
- Health & Wellness Budget ÂŁ500 GBP.
- Individual Learning and Development Budget.
- Loan Scheme for Season Tickets.
Customer Support, Manager - Visa Sponsorship Available employer: Destinydot
Contact Detail:
Destinydot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support, Manager - Visa Sponsorship Available
✨Tip Number 1
Network like a pro! Reach out to people in the fintech space, especially those at nsave. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by understanding nsave's mission and values. Show us how your experience aligns with our goal of supporting the financially excluded. We love candidates who are passionate about what we do!
✨Tip Number 3
Practice your problem-solving skills! As a Customer Support Manager, you'll need to think on your feet. Use role-play scenarios to get comfortable with handling tough customer situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team at nsave.
We think you need these skills to ace Customer Support, Manager - Visa Sponsorship Available
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Manager role. Highlight your experience in leading teams and developing scalable support processes, as this is what we’re really looking for!
Showcase Your Data Skills: Since we value data-driven decision-making, don’t forget to mention any experience you have with analysing support data or using insights to improve customer service. It’ll show us you can make a real impact!
Emphasise Your Communication Skills: As a Customer Support Manager, you'll need to work cross-functionally. Make sure to highlight your excellent communication skills and any experience collaborating with other departments like Product and Engineering.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to see your application and get you into the process quickly. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Destinydot
✨Know the Company Inside Out
Before your interview, dive deep into nsave's mission and values. Understand their focus on supporting financially excluded individuals and how they leverage technology to achieve this. This knowledge will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll be leading a team of agents. Prepare examples from your past experiences where you've successfully managed teams, improved processes, or resolved conflicts. Highlight your ability to instil a culture of urgency and ownership, which is crucial for nsave's fast-paced environment.
✨Be Data-Driven
Since the role requires analysing support data to identify trends and areas for improvement, come prepared with examples of how you've used data to drive decisions in previous roles. Discuss specific metrics you’ve tracked and how they led to actionable insights that improved customer support operations.
✨Prepare for Cross-Functional Collaboration
You'll need to work closely with Product, Engineering, and Operations teams. Think of instances where you've successfully collaborated across departments to solve problems or enhance customer experience. Emphasise your communication skills and your ability to build strong feedback loops, as this will be key in your new role.