Customer Support - Manager, LONDON

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! Learn more at www.nsave.com. 📍 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. You will:

• 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

Alongside technical excellence ,we look for people whose values align with ours:

• Service - "Mission First": We put the mission ,our customers ,and our team above self.
• Urgency - "Stay focused .Move fast": We act with urgencyand 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 standardsand continuously improve.

We hold ourselves to high personal standardsand continuously improve. Please apply only if you:

• Are deeply motivated by nsave's missionand the problems we are solving
• Thrive in high-ownership ,high-accountability environments
• Are comfortable operating with urgencyand ambiguity
• Want to buildand scalea best-in-class customer support functionin an early-stage ,high-growth fintech

Employee Benefits

• nsave Share Options(subjectto eligibilityand plan rules)
• 25 days Annual leave(+ UK Public Holidays)
• Visa Sponsorship available
• Private Medical Insurance(includes Dental ,Opticaland 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