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.
