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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer support and drive operational excellence.
- Company: Join nsave, a fast-growing fintech revolutionising financial access for the underserved.
- Benefits: Enjoy competitive pay, share options, private medical insurance, and a generous wellness budget.
- Other info: Be part of a diverse team committed to excellence and innovation.
- Why this job: Make a real impact by shaping world-class customer support in a mission-driven environment.
- Qualifications: Experience in leading customer support teams and a knack for data-driven improvements.
The predicted salary is between 60000 - 80000 ÂŁ 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
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)
- ÂŁ500 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 employer: Story Terrace Inc.
Contact Detail:
Story Terrace Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support, Manager
✨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. Consider common customer issues and how you'd tackle them. We want to see your proactive approach!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you're serious about joining the nsave team!
We think you need these skills to ace Customer Support, Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer support, especially in high-growth or fintech environments. We want to see how your skills align with our mission at nsave!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve built scalable support processes or improved customer satisfaction. We love data-driven insights that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who’s not only qualified but also genuinely passionate about our mission to support the financially excluded. Show us why you care!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Story Terrace Inc.
✨Know the Company Inside Out
Before your interview, make sure you research nsave thoroughly. Understand their mission, values, and the specific challenges they face in the fintech space. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on performance improvement and operational excellence. Be ready to discuss how you can build a high-performing support function at nsave.
✨Be Data-Driven
Since the role requires analysing support data to identify trends, come prepared with examples of how you've used data to drive improvements in previous roles. Discuss specific metrics you've tracked and how they informed your decisions.
✨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. Highlight your communication skills and how you can foster strong feedback loops to enhance customer support.