At a Glance
- Tasks: Lead and scale a high-performing customer support team to enhance user experience.
- Company: Join nsave, a fast-growing fintech revolutionising financial access for the underserved.
- Benefits: Enjoy competitive pay, share options, private health insurance, and a wellness budget.
- Other info: Be part of a diverse team committed to excellence and continuous improvement.
- Why this job: Make a real impact by shaping world-class customer support in a mission-driven environment.
- Qualifications: Experience in customer support leadership and a passion for fintech innovation.
The predicted salary is between 60000 - 75000 £ per year.
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
nsave 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.
Eligibility
- Only apply if you 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.
Customer Support - Manager, LONDON employer: Job Search Place Limited
At nsave, we pride ourselves on being an exceptional employer, offering a dynamic work culture that thrives on urgency, ownership, and excellence. Located in the heart of London, our fintech company provides ample opportunities for employee growth through individual learning budgets and a commitment to continuous improvement. With competitive benefits such as private medical insurance, generous annual leave, and a focus on wellness, we ensure our team is well-supported as we work together to protect and grow the wealth of the financially excluded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support - Manager, LONDON
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Job Search Place Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support - Manager, LONDON
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
