Customer Support Manager

💙 Our Mission

We have recently updated our Company Mission to reflect our ambitions to build the future of payments in Africa. You can read all about it here.

Why does our mission matter?

There are over 1.3 billion Africans in the world and is the fastest-growing region in the world. Africa is also the most expensive place to send money to and trade with. Talent is everywhere but opportunity isn’t. How do we bridge this divide with a sense of purpose?

• Think about people living far away from their loved ones who are financially responsible and support them. Imagine how you would feel losing 8-9% of your money through fees. How do we reduce the cost of sending money home through technology?
• What about the future for businesses? Think about those who are trying to do cross-border business from Africa outbound to the rest of the world? Why is it so hard to trade today? Why do people have to send money with other people physically or cash on planes? How much money and time is lost while doing this?
• What about the reliability of trade? When payments are delayed, that means business is disrupted. This costs everyone money. It loses us trust of customers.
• What about the future of work? Think about those young TikTok influencers in Uganda who make amazing content, but can’t get paid because they don’t have Visa or Mastercards yet have mobile money?

NALA’s true impact will be measured by the opportunities we create for Africa to trade with the world and the world to trade with Africa.

🙌 Your Mission

Play a pivotal role in delivering exceptional customer support by leading and inspiring a dedicated team and enhancing customer experience

PLEASE NOTE THIS HIRE CAN BE BASED IN EITHER NAIROBI, KENYA OR LONDON, UK.

🎯 Your Responsibilities in this Role

1. Leadership and Team Management:

• Lead, mentor, and inspire a team of customer support representatives to deliver exceptional service.
• Develop and implement training programs to ensure team members are equipped with the necessary skills and knowledge.
• Foster a positive and collaborative work environment that encourages teamwork and accountability.

Customer Experience Enhancement:

• Develop and implement strategies to enhance the overall customer experience, from onboarding to post-transaction support.
• Analyze customer feedback and insights to identify areas for improvement and implement solutions accordingly.
• Work cross-functionally with other departments to streamline processes and optimize customer touchpoints.

Issue Resolution and Escalation Management:

• Serve as the main point of contact for escalated customer issues, ensuring timely resolution and effective communication.
• Develop protocols and escalation procedures to address complex or high-priority issues in a timely manner.
• Monitor customer support metrics and KPIs to identify trends and proactively address emerging issues.

Quality Assurance and Compliance:

• Implement quality assurance measures to maintain service standards and compliance with regulatory requirements.
• Complete regular audits and performance evaluations to assess the effectiveness of customer support operations.
• Stay up-to-date with industry trends, best practices, and regulatory changes to ensure compliance and operational excellence.

🔥 Must Have Requirements

• Bachelor's degree in business administration, management, or a related field. Master's degree preferred.
• At least 2 years experience in a leadership role within a customer support or service-oriented environment, preferably in the financial services or remittance industry.
• Strong leadership and interpersonal skills, with the ability to motivate and develop high-performing teams.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Solid understanding of customer support processes, technologies, and best practices.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and process improvement.
• Familiarity with regulatory requirements and compliance standards relevant to the remittance industry.
• Must be able to spend approximately two weeks per quarter in Nairobi, Kenya. (If based in London)

💪 Nice to Have Requirements

• Experience in a high-growth start-up environment.
• Ability to speak Swahili or French.

🎤 Interview Process

You will need to first submit your application through our ATS Workable. There is no need to submit a Cover Letter but you should answer the application questions when prompted to do so.

If successful you will be selected for our interview process which has 4 stages:

1. [30mins] Interview with the Talent Team

• In this stage we want to get to know you a bit more and follow up on your experience and motivations. The best preparation would be to really know why you applied for the role (i.e. your application questions)

[1hour] Interview with the Head of Operations

• In this stage, we want to get to know you and your experience deeply and we will focus closely on your experience as detailed on your CV. The best preparation is to just know whats on your CV really well 👍

Technical assessment

• This is likely to be a take home or in person challenge. In this stage we’re looking to assess your hard skillset and understand your approach to certain types of tasks.

[2x 30mins] Peer interview

• This stage will consist of 2x 30min interviews. One with the Operations Manager and one with the CS Lead.

[45mins] Leadership Interview

• The final interview will involve speaking with the Chief Operations Officer about your motivation for the role and will be a great opportunity to ask any questions you have about the business.

⭐️ Benefits

United Kingdom

• 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
• Learning Budget: Fuel your growth with $1000 annually for learning and development.
• Hybrid Working: We work 3 days a week in the office (Mon, Wed, Fri)
• Sarabi (Simba’s Mother in The Lion King): Themed snacks and Friday lunch with a focus on building great working relationships with the team.
• Global Workspace: Get access to WeWork locations worldwide.
• Monthly Socials: Join fun social events every month for great times
• Free Coffee: Enjoy barista-style coffee at your fingertips.
• Office Fun: Play pool and table tennis when you need a break

Kenya

• 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
• Private Medical: Coverage for you and your dependents (optionally) from day one!
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
• Learning Budget: Fuel your growth with $1000 annually for learning and development.
• Free Lunch: Every day - that’s it!
• Monthly Birthday Party: Join fun social events every month to celebrate achievements, milestones and birthdays across the month