nsave is a fintech company headquartered in London.
They are Currently hiring a Customer Support Manager to join their growing team.
Job Title: Customer Support Manager
Job Type: Full-time
Salary: £25,000 – £45,000
Location: London, United Kingdom
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
Note:
- If you are Currently in the UK and you need help Applying for jobs like these, you can consider joining our Telegram Channel by CLICKING HERE and our Telegram group by CLICKING HERE
- Visa Sponsorship is available to those already in the UK 🇬🇧
Application Process:
For more information and application, CLICK HERE
