Customer Support Manager Job in Kenya

Job Title: Customer Support Manager

Hiring Organization: Nala
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Fintech
Job Type: Full Time
Salary: KES
Date Posted: 06/07/2024

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 .

Why does our mission matter?

There are over 1.3 billion Africans in the world and is the . 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

Your Responsibilities in this Role

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.

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